@inproceedings{3532f6d83de541a0bae19c925417803b,
title = "A risk evaluation method for Customer Relationship Management(CRM) technological initiatives",
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.",
keywords = "CRM, Entropy, Risk evaluation",
author = "Baolong Ma and Fei Li and Yi Wang",
year = "2009",
doi = "10.1109/ICIII.2009.539",
language = "English",
isbn = "9780769538761",
series = "2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009",
pages = "329--332",
booktitle = "2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009",
note = "2009 International Conference on Information Management, Innovation Management and Industrial Engineering, ICIII 2009 ; Conference date: 26-12-2009 Through 27-12-2009",
}
