Ebook: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). After a comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones, is able to handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in Western Australia.

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This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

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This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

Content:
Front Matter....Pages i-xxii
Introduction....Pages 1-13
Literature Review....Pages 15-87
Problem Definition....Pages 89-105
Solution Overview....Pages 107-140
Analytical Text Mining in I-CRM for Customer Complaint Analysis....Pages 141-186
I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation....Pages 187-215
Improving Customer Satisfaction Through Customer Type Mapping and I-CRM Strategies....Pages 217-248
Linear and Non-linear Analytics and Opportunity Development in I-CRM....Pages 249-296
Conclusion of the Thesis and Future Works....Pages 297-312
Appendix....Pages 313-348
Back Matter....Pages 349-349

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This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM). Following a comprehensive survey of the current literature on CRM, it describes the development of a new intelligent CRM (I-CRM) framework, which integrates in a single approach different innovative analytical methods. Unlike conventional approaches, this new methodology can handle customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solutions for their major complaints, hence promoting business development. The thesis also describes the successful application of the method to a real-world case: the virtually immeasurable number of complaints from truck drivers at the port city Fremantle in Western Australia.

Content:
Front Matter....Pages i-xxii
Introduction....Pages 1-13
Literature Review....Pages 15-87
Problem Definition....Pages 89-105
Solution Overview....Pages 107-140
Analytical Text Mining in I-CRM for Customer Complaint Analysis....Pages 141-186
I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation....Pages 187-215
Improving Customer Satisfaction Through Customer Type Mapping and I-CRM Strategies....Pages 217-248
Linear and Non-linear Analytics and Opportunity Development in I-CRM....Pages 249-296
Conclusion of the Thesis and Future Works....Pages 297-312
Appendix....Pages 313-348
Back Matter....Pages 349-349
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