fuzzy; uncertainty; customer; CRM; expert system; searching; search results

This paper is focused on design of methodology for searching relevant data in CRM systems based on vague input terms. The paper proposes methodology for creating an expert knowledge base and a tool for processing vague input terms and extracting relevant data and also presenting these data as evaluated search results and sorting them according to given significance and vague input search criteria. The proposed approach for searching in CRM systems under uncertainty is verified on searching relevant data from the selected CRM system.