the paper seeks to identify starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to starbucks success. starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conc...

It used case-based reasoning (CBR) to provide expert-level knowledge and experience to Compaq's Customer-Support Center, helping representatives with customer calls on the customer-service hotline. With the success of SMART, Compaq looked for new opportunities to use CBR technology to provide even higher levels of customer service. This analysis resulted in a reengineering of Compaq's customer ...

This paper discusses the customer churning prediction problem in electronic commerce. In electronic commerce the customer data change is non-linear and time-varying and other characteristics, using a single prediction model to accurately predict e-commerce customer loss is difficult. In order to improve the prediction accuracy rate of electronic commerce churning, the model first uses the genet...

Electronic government is attested to have the potential to shape public administrations to be more customer oriented. In order to be customer oriented, municipalities need knowledge about customer needs. Which municipalities explore customer needs and what do they change is investigated using data of a nationwide survey about e-government in Switzerland. Results show big differences in explorin...

Abstract Estimating the solution value of transportation problems can be useful to assign customers days for multi-period vehicle routing problems, or make customer selection decisions very fast (e.g., within an online environment). In this paper, we apply several regression methods predict total distance traveling salesman problem (TSP) and (VRP). We show that estimated fairly accurate using s...

Technology Management Centres provide technological and customer support services for private or public organisations. Commonly, these centres offer support using a helpdesk software that facilitates the work of their operators. In this paper, a CBR module that acts as a solution recommender for customer support environments is presented. The CBR module is flexible and multi-domain, in order to...