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Commercial enterprise customer relationship management methods research

Author: FengYan
Tutor: WangJianQiang
School: Central South University
Course: Management Science and Engineering
Keywords: Commercial Enterprises Customer Relationship Management (CRM) Customer Satisfaction (CS) Rough Sets (RS) Classification Rule Concept Tree Association Rule
CLC: F715
Type: Master's thesis
Year: 2002
Downloads: 378
Quote: 1
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Abstract


Aimed at problems in management and information construction in our commercial enterprises, this paper puts forward a feasible plan, which is to implement CRM in our commercial enterprises.This paper consists of six parts. Part 1 introduces the necessity and possibility of the research based on commercial enterprises; Part 2 discusses the theory of CRM, including its concept, core idea and building process, etc. Combined with actual circumstances of our enterprises, Part 3 builds customer satisfaction model, mainly composed of brand’s customer satisfaction, enterprise’s customer satisfaction and employee’s job satisfaction. We evaluate the degree of customer satisfaction in order to improve the customer loyalty. Combined with rough set theory, Part 4 builds classification rule model. With it, we can identify and differentiate customer. Part 5 builds association rule to explore the relationship among data in database. Integrated with the author’s practice of system research, Part 6 demonstrates YY-CRM.Only by taking CRM strategy as the breakthrough point can a commercial enterprise create a benign internal and external environment, which is suitable for the survival and development of the enterprise and can establish the good image among the customers.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Organization and management of commercial enterprises
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