Fuzzy Management Methods

Fuzzy Classification of Online Customers

Authors: Werro, Nicolas

  • First book to apply the concept of fuzziness to CRM
  • Presents a practical approach to customer positioning for mass customization and personalization
  • Includes a detailed case study
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Buy this book

eBook 67,82 €
price for Spain (gross)
  • ISBN 978-3-319-15970-6
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-15969-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
Softcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-36714-9
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

This book introduces a fuzzy classification approach, which combines relational databases with fuzzy logic for more effective and powerful customer relationship management (CRM). It shows the benefits of a fuzzy classification in contrast to the traditional sharp evaluation of customers for the acquisition, retention and recovery of customers in online shops. The book starts with a presentation of the basic concepts, fuzzy set theory and the combination of relational databases and fuzzy classification. In its second part, it focuses on the customer perspective, detailing the central concepts of CRM, its theoretical constructs and aspects of analytical, operational and collaborative CRM. It juxtaposes fuzzy and sharp customer classes and shows the implications for customer positioning, mass customization, personalization, customer assessment and controlling. Finally, the book presents the application and implementation of the concepts in online shops. A detailed case study presents the application and a separate chapter introduces the fuzzy Classification Query Language (fCQL) toolkit for implementing these concepts. In its appendix the book lists the fuzzy set operators and the query language’s grammar.

About the authors

Nicolas Werro is currently "Head of Business Analytics" in the "Big Data and Business Intelligence" department of Swisscom AG. He achieved his PhD thesis in 2008 at the University of Fribourg in the research group "Information Systems" led by Professor Andreas Meier, where he has been assistant until the end of 2007. Before starting his doctoral studies, Nicolas Werro achieved a diploma degree in Computer Science and Economics as well as a master degree in Computer Science from the University of Fribourg.

Reviews

“The book provides the reader systematic yet incremental exposure to the concepts of fuzziness in decision making through grounding theories of set theory and extended relational database schema with fuzzy classification. … the book, which is based on Werro’s thesis work, will attract the attention of researchers and practitioners. Case-based discussions enhance the usefulness of the concepts and will benefit readers.” (Harekrishna Misra, Computing Reviews, October, 2015)


Buy this book

eBook 67,82 €
price for Spain (gross)
  • ISBN 978-3-319-15970-6
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-15969-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
Softcover 83,19 €
price for Spain (gross)
  • ISBN 978-3-319-36714-9
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Fuzzy Classification of Online Customers
Authors
Series Title
Fuzzy Management Methods
Copyright
2015
Publisher
Springer International Publishing
Copyright Holder
Springer International Publishing Switzerland
eBook ISBN
978-3-319-15970-6
DOI
10.1007/978-3-319-15970-6
Hardcover ISBN
978-3-319-15969-0
Softcover ISBN
978-3-319-36714-9
Series ISSN
2196-4130
Edition Number
1
Number of Pages
XIII, 141
Number of Illustrations and Tables
65 b/w illustrations
Topics