Application of Grey TOPSIS to CRM QuestionnaireForm Analysis

Cusomer relationship management (CRM) has become one of the mostinfluential technologies in the world, and companies are increasinglyimplementing it to create value. However, despite significant investment inCRM technology infrastructure, empirical research offers inconsistent supportfor its positive impact on performance. In this paper we utilized theformulated framework to analyses the questionnaire form of CRM. This paperdeals with grey system theory and grey TOPSIS and Shannon’s Entropy toanalyze the CRM questionnaire form.

کلیدواژه ها:

CRM ، Questionnaire From ، Grey System Theory ، Grey TOPSIS ، Shannon’s Entropy