Overview
- 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
- Includes supplementary material: sn.pub/extras
Part of the book series: Fuzzy Management Methods (FMM)
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Table of contents (8 chapters)
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Front Matter
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Conceptual Perspective
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Front Matter
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Customer Perspective
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Front Matter
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Application and Implementation Perspective
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Front Matter
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Back Matter
Keywords
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.
Reviews
“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)
Authors and Affiliations
About the author
Bibliographic Information
Book Title: Fuzzy Classification of Online Customers
Authors: Nicolas Werro
Series Title: Fuzzy Management Methods
DOI: https://doi.org/10.1007/978-3-319-15970-6
Publisher: Springer Cham
eBook Packages: Business and Economics, Business and Management (R0)
Copyright Information: Springer International Publishing Switzerland 2015
Hardcover ISBN: 978-3-319-15969-0Published: 23 March 2015
Softcover ISBN: 978-3-319-36714-9Published: 06 October 2016
eBook ISBN: 978-3-319-15970-6Published: 26 February 2015
Series ISSN: 2196-4130
Series E-ISSN: 2196-4149
Edition Number: 1
Number of Pages: XIII, 141
Number of Illustrations: 65 b/w illustrations
Topics: IT in Business, e-Commerce/e-business, Marketing, Sales/Distribution
Industry Sectors: Automotive, Biotechnology, Finance, Business & Banking, IT & Software, Pharma, Telecommunications