A Risk Evaluation Method for Customer Relationship Management(CRM) Technological Initiatives

被引：0
|
作者：
Ma, Baolong [1 ]
Li, Fei [1 ]
Wang, Yi [2 ]
机构：
[1] Tsinghua Univ, Sch Econ & Management, Beijing 100084, Peoples R China
[2] Cent Univ Finance & Econ, Business Sch, Beijing, Peoples R China
来源：
2009 INTERNATIONAL CONFERENCE ON INFORMATION MANAGEMENT, INNOVATION MANAGEMENT AND INDUSTRIAL ENGINEERING, VOL 4, PROCEEDINGS | 2009年
关键词：
CRM; risk evaluation; entropy;
D O I：
10.1109/ICIII.2009.539
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
this paper presents a risk evaluation method of customer relationship management (CRM) technological initiatives based on entropy-weight coefficient method. First, the study identifies a factor-oriented index system and provides a theoretical analysis of entropy-weight coefficient method. Second, a case of risk evaluation on a CRM project based on presented method is introduced. By applying entropy-weight coefficient, the risk degree of the whole CRM project is obtained. Finally, the implications of the method for CRM technological initiatives are discussed. Results show using the entropy-weight coefficient method into risk evaluation of CRM technological initiatives overcomes the subjective limitation in traditional comprehensive evaluation.
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页码：329 / +
页数：2
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