Development of Customer Relationship Management for Security Industry Using Artificial Intelligence Technology

• Main Authors: Tsung-Huei Wu, 吳惠崇
• Other Authors: Chui-Yi Chiu
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/ef643q

碩士 === 國立臺北科技大學 === 工業工程與管理系所 === 93 === Customer Relationship Management (CRM) is the main enterprise competitive. Utilizing CRM makes the enterprise achieves the maximum benefits with minimum costs. CRM is an integration of the enterprise procedures and information technology for the enterprise to understand and differentiate customers from different points of view in order to develop the customized service. The purpose of CRM is to manage the relationship between the enterprise and customers and make them reach the highest loyalty, retention, and contribution. Meanwhile, CRM provides the appropriate services to customers to increase the benefits, customer satisfaction, and profitability. This research uses the customers’ historical trading data of a domestic securities corporation. It employs the Fuzzy Theory and the security industry expertise for customer segmentation by analyzing the ordering amounts, trading amounts, Net asset value of stock holdings. The customers are divided into three groups,Very importment person,important,and general. Furthermore, the Securities Customer Service Expert System model and using Forward Chaining is proposed to provide suggestions of customer-service demands to achieve best customers services.