Evaluating Customer Relationship Management Effectiveness Based on Fuzzy Inference System

Subject Areas : Business Management

Houshang Taghizadeh ¹ (Professor, In Industrial Management,Islamic Azad University,Tabriz,Iran)

Received: 2015-04-15 Accepted : 2015-09-26 Published : 2015-09-23

Keywords: Fuzzy Inference, fuzzy expert system, Customer Relationship Management (CRM),

Abstract :

Accommodating needs and supplies and presenting superior value to the customers are among the main goals of customer relationship management (CRM) and their effectiveness has a crucial role in gaining competitive advantage. Accordingly, the aim of this paper is presenting a model to evaluate the effectiveness of CRM through fuzzy approach. The statistical population consists of the customers of Tabriz-Kar Machine Manufacturing Industry. To do this, the researcher designed a questionnaire according to Kim & Kim (2009) viewpoint, and its validity and reliability were measured and approved. To conduct the research, a five-stage model was designed based on fuzzy logic. In the first phase, a fuzzy system was designed with the four dimensions of effective CRM as its inputs and the CRM effectiveness score as its output. In the second phase, the inputs and outputs were converted to fuzzy numbers after the classification. In the third phase, inference rules were explained, and in the fourth phase, defuzzification was carried out. In the final stage the model was tested and the results showed the validity of the model. Finally, by using the designed model, the effectiveness rate of CRM in Tabriz-Kar Machine Manufacturing Company was evaluated.The results show that the effectiveness of CRM in the company with the membership degree of 0.748 is on average rate.

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