Developing a Mobile Service-Based Customer Relationship Management System Using Fuzzy Logic

Abstract

Customer relationship management (CRM) has gained lately widespread popularity in many industries. With the development of economy and society, customers are unsatisfied with the stereotyped products. As customers usually describe their demands in nature language, the demands are often conflicting with each other and are often imprecise. The paper studies the operation process of handling customer demand for modern service systems based fuzzy logic methods. While in this mobile medium times, mobile service and CRM are rarely taken into unite study. This paper overviews the related theory likes business engineering, relationship marketing and mobile business, which can be used in mobile CRM (mCRM) and in the implement of mobile CRM. The paper analyzes the underlying technology and marketing issues of the initiation of mCRM and integrat es various issues of mCRM. Moreover, the paper discusses the characteristics of useful mCRM as the implement of mCRM will help the enterprise enhance the customer relationship and customers'loyalty will also gain more profit. A new stability criterion for the extended singular dynamic input-output model is given to ensure the stability of input-output model.

Keywords:

• customer demands
• fuzzy logic
• mobile customer relationship management (mCRM)
• mobile service
• stability