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Intelligent Customer Relationship Management  Fulltext 

[ Tarokh ] - IT engineering group, Industrial engineering department, K.N.Toosi University of Technology
[ Alireza Tayebi ] - IT engineering group, Industrial engineering department, K.N.Toosi University of Technology

خلاصه مقاله:

Customer Relationship Management (CRM) techniques are frequently applied to enable companies to master the basics of building customer focus. Analyzing customer data, identifying profitable customers, extending customer relations, building a long time relation with customers and offering appropriate recommendations to them are of the objectives of CRM systems. However, performing such tasks needs the analysis of large –sometimes very large- amount of data, which takes so much time and cost. By the use of intelligent tools, such as Data Mining and Intelligent Agents the tasks will be enhanced and will be enhanced. In our effort, we describe how the CRM objectives would be achieved better through the application of intelligent tools. We have developed a system that introduces intelligence as a powerful add-on for CRM software systems. In
multi-agent this paper the concepts and application of data mining and intelligent agents in CRM is discussed and an intelligent CRM model is presented.

Customer Relationship Management, Intelligent Agents, Data Mining, Multi- systems, Customer Managed Interaction