Scientific journal
Scientific Review. Technical science
ISSN 2500-0799
ПИ №ФС77-57440

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DECISION SUPPORT IN CUSTOMER RELATIONSHIP MANAGEMENT BASED ON INTEGRATED CUSTOMER SERVICE CENTRE

Galyamov A.F. 1 Tarkhov S.V. 1
1 Ufa State Aviation Technical University
In this paper considered the problem of decision support in customer relationship management for their segmentation and ranking by value and for selecting a suitable control action in the relationship. As a mechanism for the implementation of control actions taken integrated customer service center (contact-center). In section “process of interaction with the customers and its management” described the scheme and the steps of the process of interaction of the organization with customers, the scheme of control of this process by using CRM-system. In section “Decision support in the management of the process of interaction with customers” described the scheme of decision support (DS) in the management of the process of interaction with customers. The set-theoretical model of the client, interaction results and control to the client are described. In conclusion inferred the feasibility of using the proposed method and system of DS for rational control of the process of interaction with customers.