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2017 IEEE 14th International Conference on e-Business Engineering (ICEBE) (2017)
Shanghai, China
Nov. 4, 2017 to Nov. 6, 2017
ISBN: 978-1-5386-1412-9
pp: 195-200
ABSTRACT
This article is designed and developed a model of knowledge for a customer relationship management strategy that controls and manages the satisfaction of customers by their claims and feedback conducted and run by the CommonKADS methodology. Emphasis is mainly focused on the vision of the strategy according to the knowledge and the importance of knowledge as an engine for the strategy and specific knowledge domain using schemas. This article identifies the reasoning to manage customers' satisfaction and is translated into rules of inferences. Subsequently, the model is deployed in the tool of visual technology known as Visirule rules. As a result, the driven type of knowledge that can be utilized for the further development of an intelligent system to administer customer satisfaction by their claims.
INDEX TERMS
customer relationship management, customer satisfaction, human factors, inference mechanisms, knowledge based systems
CITATION

H. E. Villanueva A, A. Faed and M. A. Truffa M, "Knowledge Model to Manage Customer Satisfaction Based on Claims," 2017 IEEE 14th International Conference on e-Business Engineering (ICEBE), Shanghai, China, 2018, pp. 195-200.
doi:10.1109/ICEBE.2017.38
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