1. Knowledge Model to Manage Customer Satisfaction Based on Claims
- Author
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Alireza Faed, E A Hernan Villanueva, and A M Miguel Truffa
- Subjects
Customer delight ,Customer retention ,Knowledge management ,Computer science ,business.industry ,Knowledge engineering ,02 engineering and technology ,Customer relationship management ,Customer advocacy ,020204 information systems ,0202 electrical engineering, electronic engineering, information engineering ,020201 artificial intelligence & image processing ,Customer satisfaction ,business ,Customer to customer ,Customer intelligence - 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.
- Published
- 2017
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