Performance assessment of customer relationship management in the age of Internet based on 2-tuple linguistic decision making method

Yingbo An

Abstract


In the age of Internet, customer relationship management of a company faces major opportunities and challenges. In order to catch up with this opportunity, it is necessary to copy with this challenge. So, how to assess the performance of customer relationship management in a company objectively and scientifically is a task that should be solved in this paper. To do it, 2-tuple linguistic term set is introduced to help a decision maker express his or her preferences and opinions. A new way to determine weights of attributes is then proposed. After that, assessments denoted by 2-tuple linguistic term sets are aggregated to generate the ranking order of all alternatives. After this assessment problem is conducted, the analysis is made to help the decision maker improve the ability of managing customer relationship.


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References


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