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Title: Development of an intelligent customer‐supplier relationship management system : the application of case‐based reasoning
Authors: Choy, KL 
Fan, KK
Lo, V
Keywords: Customer service
Supplier relations
Supply chain management
Service quality
Customer satisfaction
Issue Date: 2003
Publisher: Emerald Group Publishing Limited
Source: Industrial management and data systems, 2003, v. 103, no. 4, p. 263-274 How to cite?
Journal: Industrial management and data systems 
Abstract: In increasingly competitive markets, customer satisfaction is a vital corporate objective. Key elements to increasing customer satisfaction include producing consistently high‐quality products and providing high‐quality customer service. Also, supplier relationship management (SRM) contributes to the supplier selection and increases the competitive advantage of manufacturers. SRM can enhance customer satisfaction and increase market share. Thus the development of a customer‐SRM system in the areas of outsourcing is essential for a company to remain competitive. Discusses an intelligent customer‐SRM system (ISRMS), using case‐based reasoning to help solve problems such as supplier selection and the help desk problem‐solving approach. By using ISRMS, companies can select the most suitable suppliers from the supplier list, as well as establishing a good customer‐supplier relationship between parties.
ISSN: 0263-5577
EISSN: 1758-5783
DOI: 10.1108/02635570310470665
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