© 2015

Fuzzy Classification of Online Customers


  • First book to apply the concept of fuzziness to CRM

  • Presents a practical approach to customer positioning for mass customization and personalization

  • Includes a detailed case study


Part of the Fuzzy Management Methods book series (FMM)

Table of contents

  1. Front Matter
    Pages i-xiii
  2. Nicolas Werro
    Pages 1-4
  3. Conceptual Perspective

    1. Front Matter
      Pages 5-5
    2. Nicolas Werro
      Pages 7-26
  4. Customer Perspective

    1. Front Matter
      Pages 49-49
    2. Nicolas Werro
      Pages 51-65
    3. Nicolas Werro
      Pages 67-86
  5. Application and Implementation Perspective

    1. Front Matter
      Pages 87-87
    2. Nicolas Werro
      Pages 107-126
    3. Nicolas Werro
      Pages 127-130
  6. Back Matter
    Pages 131-141

About this book


This book introduces a fuzzy classification approach, which combines relational databases with fuzzy logic for more effective and powerful customer relationship management (CRM). It shows the benefits of a fuzzy classification in contrast to the traditional sharp evaluation of customers for the acquisition, retention and recovery of customers in online shops. The book starts with a presentation of the basic concepts, fuzzy set theory, and the combination of relational databases and fuzzy classification. In its second part, it focuses on the customer perspective, detailing the central concepts of CRM, its theoretical constructs and aspects of analytical, operational and collaborative CRM. It juxtaposes fuzzy and sharp customer classes and shows the implications for customer positioning, mass customization, personalization, customer assessment and controlling. Finally, the book presents the application and implementation of the concepts in online shops. A detailed case study presents the application and a separate chapter introduces the fuzzy Classification Query Language (fCQL) toolkit for implementing these concepts. In its appendix the book lists the fuzzy set operators and the query language’s grammar.


Analytical CRM Collaborative CRM Customer profiles Fuzzy sets Mass customization Personalization

Authors and affiliations

  1. 1.Villars-sur-GlaneSwitzerland

About the authors

Nicolas Werro is currently "Head of Business Analytics" in the "Big Data and Business Intelligence" department of Swisscom AG. He achieved his PhD thesis in 2008 at the University of Fribourg in the research group "Information Systems" led by Professor Andreas Meier, where he has been assistant until the end of 2007. Before starting his doctoral studies, Nicolas Werro achieved a diploma degree in Computer Science and Economics as well as a master degree in Computer Science from the University of Fribourg.

Bibliographic information

  • Book Title Fuzzy Classification of Online Customers
  • Authors Nicolas Werro
  • Series Title Fuzzy Management Methods
  • Series Abbreviated Title Fuzzy Management Meth.
  • DOI
  • Copyright Information Springer International Publishing Switzerland 2015
  • Publisher Name Springer, Cham
  • eBook Packages Business and Economics Business and Management (R0)
  • Hardcover ISBN 978-3-319-15969-0
  • Softcover ISBN 978-3-319-36714-9
  • eBook ISBN 978-3-319-15970-6
  • Series ISSN 2196-4130
  • Series E-ISSN 2196-4149
  • Edition Number 1
  • Number of Pages XIII, 141
  • Number of Illustrations 65 b/w illustrations, 0 illustrations in colour
  • Topics IT in Business
  • Buy this book on publisher's site
Industry Sectors
Chemical Manufacturing
IT & Software
Consumer Packaged Goods
Finance, Business & Banking


“The book provides the reader systematic yet incremental exposure to the concepts of fuzziness in decision making through grounding theories of set theory and extended relational database schema with fuzzy classification. … the book, which is based on Werro’s thesis work, will attract the attention of researchers and practitioners. Case-based discussions enhance the usefulness of the concepts and will benefit readers.” (Harekrishna Misra, Computing Reviews, October, 2015)