Evaluate the Performance of CRM in Logistics Enterprises Based on AnyLogic Simulation

The importance and performance of customer relationship management (CRM) have been central issues since many years. Recent papers focus on finding what factors impact the CRM and evaluating the performance of CRM. This paper puts forward a CRM evaluation model, which includes two agents (logistic en...

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Bibliographic Details
Published in2009 International Conference on Management and Service Science pp. 1 - 4
Main Authors Shouping Gui, Wenjie Feng, Zhiyong Zhang
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.09.2009
Subjects
Business
Companies
Customer relationship management
Customer satisfaction
Customer service
Economic forecasting
Feedback
Logistics
Mathematical model
Mathematics
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Summary:The importance and performance of customer relationship management (CRM) have been central issues since many years. Recent papers focus on finding what factors impact the CRM and evaluating the performance of CRM. This paper puts forward a CRM evaluation model, which includes two agents (logistic enterprise and customers) and an index (customer life value) to evaluate CRM. Then, a mathematics model for CLV is built as the principle of the simulation model. The simulation system, aiming at estimating what factors impact the implementation of CRM, is build by using AnyLogic software. Finally, we know what factors impact the performance mostly, and give some suggestion about how to improve the performance.
ISBN:1424446384
9781424446384
DOI:10.1109/ICMSS.2009.5303529