Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top

2015 | Book

Introduction Read chapter Read first chapter

Fuzzy Classification of Online Customers

Author: Nicolas Werro

Publisher: Springer International Publishing

Book Series : Fuzzy Management Methods

Part of: Springer Professional "Wirtschaft+Technik" , Springer Professional "Technik" , Springer Professional "Wirtschaft"

Login to get access
insite
SEARCH

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.

Table of Contents

Frontmatter
Chapter 1. Introduction
Abstract
This introductory chapter first provides the reader a motivation of the pertinence of the fuzzy classification approach in the fields of information systems, customer relationship management and e-business (see Sect. 1.1).
Nicolas Werro

Conceptual Perspective

Frontmatter
Chapter 2. Fuzzy Set Theory
Abstract
This chapter aims to present the main concepts and mathematical notions of the fuzzy set theory (also called fuzzy logic or fuzzy logic theory) which are necessary for the understanding of this work. It also gives a non exhaustive overview of the application domains where the fuzziness has been successfully applied.
Nicolas Werro
Chapter 3. Relational Databases & Fuzzy Classification
Abstract
This chapter goes into the main subject of this thesis, namely the fuzzy classification approach achieved on top of relational databases with its associated query language.
Nicolas Werro

Customer Perspective

Frontmatter
Chapter 4. Customer Relationship Management
Abstract
This chapter has the objective of providing the reader with a basic understanding of the customer relationship management (CRM) and its implications as the next chapters rely on it.
Nicolas Werro
Chapter 5. Fuzzy Customer Classes
Abstract
In Chaps. 2 and 3 the potential of fuzzy logic, resp. fuzzy classification, in regards of human beings have been demonstrated.
Nicolas Werro

Application and Implementation Perspective

Frontmatter
Chapter 6. Fuzzy Classification Applied to Online Shops
Abstract
Since the previous chapters presented the fuzzy classification approach only on a conceptual level, this chapter aims at demonstrating a concrete implementation.
Nicolas Werro
Chapter 7. fCQL Toolkit
Abstract
Since the concept of the fuzzy classification has been explained in Chap. 3, the pertinence of the fuzzy classes has been illustrated in Chap. 5 and one possible application domain has been discussed in Chap. 6, this chapter finally demonstrates the architecture, the functionalities, the user interface as well as the relational database schema of the fCQL toolkit.
Nicolas Werro
Chapter 8. Conclusion
Abstract
This concluding chapter first summarizes the key themes developed in this thesis in Sect. 8.1 and then discusses further developments as well as the wide variety of promising application domains in Sect. 8.2.
Nicolas Werro
Backmatter
Metadata
Title
Fuzzy Classification of Online Customers
Author
Nicolas Werro
Copyright Year
2015
Electronic ISBN
978-3-319-15970-6
Print ISBN
978-3-319-15969-0
DOI
https://doi.org/10.1007/978-3-319-15970-6

Premium Partner

    Image Credits