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Typ záznamu:	stať ve sborníku (D)
Domácí pracoviště:	Ústav pro výzkum a aplikace fuzzy modelování (94410)
Název:	Fuzzy tool for customer satisfaction analysis in CRM systems
Citace	Walek, B. Fuzzy tool for customer satisfaction analysis in CRM systems. In: Proceedings of 36th International Conference on Telecommunications and Signal Processing (TSP). Brno: Faculty of Electrical Engineering and Communication, Brno University of Technology, 2013. Faculty of Electrical Engineering and Communication, Brno University of Technology, 2013. s. 11-14. ISBN 978-147990404-4.

Podnázev
Rok vydání:	2013
Obor:	Informatika
Počet stran:	4
Strana od:	11
Strana do:	14
Forma vydání:	Tištená verze
Kód ISBN:	978-147990404-4
Kód ISSN:
Název sborníku:	Proceedings of 36th International Conference on Telecommunications and Signal Processing (TSP)
Sborník:	Mezinárodní
Název nakladatele:	Faculty of Electrical Engineering and Communication, Brno University of Technology
Místo vydání:	Brno
Stát vydání:	Sborník vydaný v ČR
Název konference:	36th International Conference on Telecommunications and Signal Processing, TSP 2013
Místo konání konference:	Řím
Datum zahájení konference:
Typ akce podle státní příslušnosti účastníků akce:	Celosvětová akce
Kód UT WoS:
EID:

Klíčová slova anglicky:	CRM; customer satisfaction analysis; customer; fuzzy tool; expert system
Popis v původním jazyce:	Nowadays, the concept of CRM systems is very popular. Important aspect of CRM system is customer satisfaction analysis which evaluates customer preferences using questionnaire survey. Currently, there are two main approaches for customer satisfaction analysis. Rough set approach uses decision rules for evaluation of customer preferences. Based on this approach the fuzzy tool for customer analysis is proposed. Fuzzy tool consists of expert system with knowledge base and evaluates questionnaire answers collected from customers. Evaluated results of customer satisfaction analysis are processed and visualized. The proposed fuzzy tool is verified on specific example.
Popis v anglickém jazyce:	Nowadays, the concept of CRM systems is very popular. Important aspect of CRM system is customer satisfaction analysis which evaluates customer preferences using questionnaire survey. Currently, there are two main approaches for customer satisfaction analysis. Rough set approach uses decision rules for evaluation of customer preferences. Based on this approach the fuzzy tool for customer analysis is proposed. Fuzzy tool consists of expert system with knowledge base and evaluates questionnaire answers collected from customers. Evaluated results of customer satisfaction analysis are processed and visualized. The proposed fuzzy tool is verified on specific example.

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R01:	RIV/61988987:17610/13:A14017U4

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