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استخدام تقنيات الذكاء الصنعي لاختيار أمثل نظام إداة علاقات مع الزبائن ملائم لاحتياجات شركة ما
[Using Artificial intelligence to select the optimal E-CRM Based business needs]

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Author Info

  • Amroush, Fadi

Abstract

It is very important to a company to select the optimal CRM program based on its needs, especially there are hundreds of programs, similar in general, different in price and functions and many companies do only comparing between those programs, trying to select the best on this comparison. This research aimed to suggest an software evaluation system, to select the best CRM based customer's needs, using Cased based Reasoning- CBR- techniques, and associations Rules, in addition to evaluate these programs internally, and find the similarity rate between customer's needs and program's features. The evaluation system depends on a number of questions, have to be answered by the vendors, to specify their program features, after that the customer will answer also the same questions, to determine his needs, and give a weight related to each question. At the end, the evaluation system will select the best program, that has the top rank based on the similarity between customer's needs and program features.

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File URL: http://mpra.ub.uni-muenchen.de/28014/
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Bibliographic Info

Paper provided by University Library of Munich, Germany in its series MPRA Paper with number 28014.

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Date of creation: 04 Jun 2009
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Handle: RePEc:pra:mprapa:28014

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Keywords: CRM; Marketing; Decision Support System ; CBR; case based;

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  1. Yi Peng & Gang Kou & Yong Shi & Zhengxin Chen, 2008. "A Descriptive Framework For The Field Of Data Mining And Knowledge Discovery," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 7(04), pages 639-682.
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