A key challenge for companies in the e-business era is to manage customer relationships as an asset. In
today’s global economy this task is getting, at the same time, more difficult and more important. In order to retain the potentially good customers and to improve their buying attitude this paper proposes a hierarchical fuzzy classification of online customers. A fuzzy classification, which is a combination of relational databases and fuzzy logic, allows customers to be classified in several classes at the same time and can therefore precisely determine the customers’ value for an enterprise.
The growing importance of the e-business in today’s economy forces the enterprises to adapt their
behaviour towards the different actors of the market. This is particularly true for the customer relationship
management (CRM) as the traditional means based on the human relationship are no more available. In this area, the customer retention and the cross/add-on selling are special issues because the global economy enabled by the Internet allows, on the one hand, the companies to offer their products or services worldwide and, on the other hand, also allows the customers to easily compare the different products/services and their prices.
Publisher: IEEE International Conference on e-Business Engineering (ICEBE’06)
By: Nicolas Werro, Henrik Stormer, Andreas Meier
File information: English Language / 8 Page / Size : 313 Kb
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ناشر: IEEE International Conference on e-Business Engineering (ICEBE’06)
کاری از: Nicolas Werro, Henrik Stormer, Andreas Meier
اطلاعات فایل: زبان انگلیسی/ 8 صفحه/ حجم 313 کیلوبایت
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