A risk evaluation method for Customer Relationship Management(CRM) technological initiatives

Baolong Ma*, Fei Li, Yi Wang

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publication2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009
Pages329-332
Number of pages4
DOIs
Publication statusPublished - 2009
Externally publishedYes
Event2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009 - Xi'an, China
Duration: 26 Dec 200927 Dec 2009

Publication series

Name2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009
Volume4

Conference

Conference2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009
Country/TerritoryChina
CityXi'an
Period26/12/0927/12/09

Keywords

  • CRM
  • Entropy
  • Risk evaluation

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Ma, B., Li, F., & Wang, Y. (2009). A risk evaluation method for Customer Relationship Management(CRM) technological initiatives. In 2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009 (pp. 329-332). Article 5370517 (2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009; Vol. 4). https://doi.org/10.1109/ICIII.2009.539