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Record type:	stať ve sborníku (D)
Home Department:	Ústav pro výzkum a aplikace fuzzy modelování (94410)
Title:	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.

Subtitle
Publication year:	2013
Obor:	Informatika
Number of pages:	4
Page from:	11
Page to:	14
Form of publication:	Tištená verze
ISBN code:	978-147990404-4
ISSN code:
Proceedings title:	Proceedings of 36th International Conference on Telecommunications and Signal Processing (TSP)
Proceedings:	Mezinárodní
Publisher name:	Faculty of Electrical Engineering and Communication, Brno University of Technology
Place of publishing:	Brno
Country of Publication:	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:	Celosvětová akce
WoS code:
EID:

Key words in English:	CRM; customer satisfaction analysis; customer; fuzzy tool; expert system
Annotation in original language:	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.
Annotation in english language:	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.

References

Reference

R01:	RIV/61988987:17610/13:A14017U4

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