Performance Evaluation of CRM in Securities Investment Consulting Business Based on Fuzzy-AHP

Qing-guo Zhao () and Song-tao Jiang ()
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Qing-guo Zhao: Shenyang Aerospace University
Song-tao Jiang: Shenyang Aerospace University

Chapter Chapter 23 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 239-247 from Springer

Abstract: Abstract Performance evaluation plays an important role in the customer relationship management (CRM) process. This paper is to evaluate CRM performance of investment consulting business of securities companies based on analytic hierarchy process and fuzzy comprehensive algorithm through the establishment of evaluation indicators. At the end of the paper, a securities company is taken as an example to analyze the performance of securities investment consulting business customer relationship management and come to the corresponding conclusion.

Keywords: Analytic hierarchy process; Balance score card; Customer relationship management; Fuzzy comprehensive algorithm (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-37270-4_23

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DOI: 10.1007/978-3-642-37270-4_23

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