Metric Genetic-Fuzzy Based Customer Relationship Management Health Model (Published)
Customer Relationship Management (CRM) is a model for managing a company’s interactions with current and future customers. Most of the implemented CRM approaches are subjective in nature, in addition to the serious need to separate feelings of satisfaction or dissatisfaction with the services delivery. Metric Genetic-Fuzzy Based Customer Relationship Management Health Model (MGFBCRMHM) was initiated for these reasons. Unified Modeling Language was utilized for modeling the software system, depicting clearly the interaction between various components and the dynamic aspect of the system. The simulation results utilizing Matrix Laboratory (MATLAB) was satisfactory. This paper demonstrates the practical application of metric based soft computing techniques in the health sector in determining patient’s satisfaction.
Keywords: CRM, Fuzzy Logic, Genetic Algorithm