Overview
This thesis addresses the issue of customer complaints in the context of Customer Relationship Management (CRM).\xa0After a\xa0comprehensive survey of the current literature on CRM, the thesis describes the development of a new intelligent CRM (I-CRM) framework, which integrates\xa0text analytics, type mapping, SPSS, structural equation modeling, and linear and fuzzy approaches. This new methodology, in contrast to previous ones,\xa0is able to handle\xa0customer complaints with respect to different variables, thus allowing organizations to find their key customers and key complaints, and to address and provide solution to the major complaints of the key customers, hence promoting business development. The thesis\xa0 also describes the successful application of the method to a real-world case, represented by the immeasurable truck drivers complaints at the Fremantle port in\xa0Western Australia. \xa0
