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Applying data mining on customer relationship management system to discover forgotten effects
Urrutia-Sepúlveda, Angélica; Rojo, Fabiola; Nicolas Alarcón, Carolina; Ahumada, Roberto (2021)Companies need to know customer preferences for decision-making. For this reason, the companies take into account the Customer Relationship Management (CRM). These information systems have the objective to give support and ...
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Fuzzy logic approach applied into balanced scorecard
Nicolas Alarcón, Carolina; Gil-Lafuente, Jaime; Urrutia-Sepúlveda, Angélica; Valenzuela-Fernández, Leslier (2018)In this paper we propose to apply fuzzy logic methodologies for measuring key performance indicator into Balanced Scorecard (BSC) Customer Perspective. This study provide fuzzy key performance indicator (FKPI) to the ...
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Systematic mapping on social media and its relation to business
Nicolas Alarcón, Carolina; Urrutia-Sepúlveda, Angélica; Valenzuela-Fernández, Leslier; Gil-Lafuente, Jaime (2018)The aim of this study is to analyse the reach of existing investigation on social media and its relation to companies throughout 2014–2015. To achieve the proposed, the study proceeds in classifying such information and ...
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Using fuzzy Indicators in customer experience analytics
Nicolas Alarcón, Carolina; Gil-Lafuente, Jaime; Urrutia-Sepúlveda, Angélica; Valenzuela-Fernández, Leslier (2021)The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators ...