Hybrid Intelligent Agent-Based Internal Analysis Architecture for CRM Strategy Planning

Full Text (PDF, 1347KB), PP.1-20

Views: 0 Downloads: 0

Author(s)

Mosahar Tarimoradi 1,* M. H. Fazel Zarandi 2 I. B. Turksen 3

1. Department of Industrial Engineering, Amirkabir University of Technology P.O. Box 15875-4413, Tehran, Iran

2. Department of Industrial Engineering, Amirkabir University of Technology, Tehran, Iran

3. Department of Mechanical and Industrial Engineering, University of Toronto, Toronto, Ontario, Canada, M5S2H8

* Corresponding author.

DOI: https://doi.org/10.5815/ijisa.2014.06.01

Received: 27 Aug. 2013 / Revised: 20 Dec. 2013 / Accepted: 11 Jan. 2014 / Published: 8 May 2014

Index Terms

Intelligent Agent, Customer Relationship Management, Internal Analysis, Competitive Advantage, Core Competency, Resource-Base View

Abstract

Nowadays attaining the general and comprehensive information about customers by means of traditional methods is difficult for CEO's because of the agility and complexity of organizations. So they spend a considerable time to gather and analyze the market data and consider it according to the organization's strategy. Presenting a useful architecture that capable to diagnose the organization's advantages and disadvantages, and identify the attainable competitive advantages are the main goals of this paper. The output of such architecture can be a general exhibition of company that prepares a clear and on time comprehensive view for CEO's.

Cite This Paper

Mosahar Tarimoradi, M. H. Fazel Zarandi, I. B. Türkşen, "Hybrid Intelligent Agent-Based Internal Analysis Architecture for CRM Strategy Planning", International Journal of Intelligent Systems and Applications(IJISA), vol.6, no.6, pp.1-20, 2014. DOI:10.5815/ijisa.2014.06.01

Reference

[1]Payne, A., Handbook of CRM: achieving excellence in customer management. 2006: Butterworth-Heinemann.

[2]Swift, R.S., Accelerating customer relationships: Using CRM and relationship technologies. 2001: Prentice Hall.

[3]Hettich, S., H. Hippner, and K.D. Wilde, Customer relationship management (CRM). Das Wirtschaftsstudium, 2000. 29(10): p. 1346-1366.

[4]Kim, J., E. Suh, and H. Hwang, A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of interactive Marketing, 2003. 17(2): p. 5-19.

[5]Park, C.-H. and Y.-G. Kim, Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 2003. 31(1): p. 16-29.

[6]Pearce, J.A. and R.B. Robinson, Strategic management: Formulation, implementation, and control. 1997: Irwin.

[7]Zarandi, M., E. Hadavandi, and I. Turksen, A hybrid fuzzy intelligent agent‐based system for stock price prediction. International Journal of Intelligent Systems, 2012. 27(11): p. 947-969.

[8]Becker, J., M. Kugeler, and M. Rosemann, Process management: a guide for the design of business processes: with 83 figures and 34 tables. 2003: Springer.

[9]Barney, J., M. Wright, and D.J. Ketchen, The resource-based view of the firm: Ten years after 1991. Journal of management, 2001. 27(6): p. 625-641.

[10]Rummler, G.A. and A.P. Brache, Improving Performance: How to Manage the White Space on the Organization Chart. 1995.

[11]Wilde, K.D., D.-K.S. Hettich, and D.-W.I.H. Hippner, Customer Relationship Management—Informationstechnologien im Dienste der Kundeninteraktion, in Dienstleistungsmanagement Jahrbuch 2001. 2001, Springer. p. 167-201.

[12]Barnett, T. and S. Valentine, Issue contingencies and marketers' recognition of ethical issues, ethical judgments and behavioral intentions. Journal of Business Research, 2004. 57(4): p. 338-346.

[13]Ng-Kruelle, G., et al., The price of convenience: Privacy and mobile commerce. Quarterly Journal of Electronic Commerce, 2002. 3: p. 273-286.

[14]Kevork, E.K. and A.P. Vrechopoulos, CRM literature: conceptual and functional insights by keyword analysis. Marketing Intelligence & Planning, 2009. 27(1): p. 48-85.

[15]Stein, A. and M. Smith, CRM systems and organizational learning: An exploration of the relationship between CRM effectiveness and the customer information orientation of the firm in industrial markets. Industrial Marketing Management, 2009. 38(2): p. 198-206.

[16]Ngai, E., Customer relationship management research (1992-2002): An academic literature review and classification. Marketing Intelligence & Planning, 2005. 23(6): p. 582-605.

[17]Drejer, A., Strategic management and core competencies: Theory and application. 2002: Greenwood Publishing Group.

[18]Normann, R. and R. Ramirez, From value chain to value constellation: designing interactive strategy. Harvard business review, 1993. 71: p. 65-65.

[19]Hamel, G. and C. Prahalad, Competing for the Future. HARVARD BUSINESS REVIEW, 1994.

[20]Mankoff, S., Ten critical success factors for CRM: Lessons learned from successful implementations. Siebel System, White Paper, 2001.

[21]Martinsons, M., R. Davison, and D. Tse, The balanced scorecard: a foundation for the strategic management of information systems. Decision support systems, 1999. 25(1): p. 71-88.

[22]Van Grembergen, W. and I. Amelinckx. Measuring and managing e-business projects through the balanced scorecard. in System Sciences, 2002. HICSS. Proceedings of the 35th Annual Hawaii International Conference on. 2002. IEEE.

[23]Olve, N.-G., J. Roy, and M. Wetter, Performance drivers: A practical guide to using the balanced scorecard. 1999: J. Wiley.

[24]Jennings, N.R. and M.J. Wooldridge, Agent technology: foundations, applications, and markets. 2002: Springer.

[25]Russell, S.J., et al., Artificial intelligence: a modern approach. Vol. 74. 1995: Prentice hall Englewood Cliffs.

[26]Bramer, M.A. and V. Devedzic, Artificial Intelligence Applications and Innovations: IFIP 18th World Computer Congress: TC12 First International Conference on Artificial Intelligence Applications and Innovations (AIAI-2004), 22-27 August 2004, Toulouse, France. Vol. 154. 2004: Kluwer Academic Pub.

[27]Alex, B., S. Stephen, and T. Kurt, Building data mining applications for CRM. New York (etc.): McGraw-Hill, 2000.

[28]Pyle, D., Business modeling and data mining. 2003: Morgan Kaufmann.

[29]Larose, D.T., Discovering knowledge in data: an introduction to data mining. 2005: Wiley-Interscience.

[30]David, F.R., Strategic management, 1989, Merrill Pub. Co.(Columbus).

[31]Keogh, E., et al., Compression-based data mining of sequential data. Data Mining and Knowledge Discovery, 2007. 14(1): p. 99-129.

[32]Blum, A.L. and P. Langley, Selection of relevant features and examples in machine learning. Artificial intelligence, 1997. 97(1): p. 245-271.

[33]Amit, R. and P.J. Schoemaker, Strategic assets and organizational rent. Strategic management journal, 1993. 14(1): p. 33-46.

[34]Lesser, V.R., Cooperative multiagent systems: A personal view of the state of the art. Knowledge and Data Engineering, IEEE Transactions on, 1999. 11(1): p. 133-142.

[35]Rivard, S., L. Raymond, and D. Verreault, Resource-based view and competitive strategy: An integrated model of the contribution of information technology to firm performance. The Journal of Strategic Information Systems, 2006. 15(1): p. 29-50.

[36]Hammer, M. and J. Champy, Reengineering the corporation: a manifesto for business evolution. Nicholas Brealey, London, 1993.

[37]Finin, T., Y. Labrou, and J. Mayfield, KQML as an agent communication language. 1995. 

[38]Maturana, F.P., et al., Distributed multi-agent architecture for automation systems. Expert Systems with Applications, 2004. 26(1): p. 49-56.

[39]Matsatsinis, N., et al., An agent-based system for products penetration strategy selection. Applied Artificial Intelligence, 2003. 17(10): p. 901-925.

[40]Odell, J., H.V.D. Parunak, and B. Bauer, Extending UML for agents. Ann Arbor, 2000. 1001: p. 48103.

[41]Kinny, D., M. Georgeff, and A. Rao, A methodology and modelling technique for systems of BDI agents, in Agents breaking away. 1996, Springer. p. 56-71.

[42]Kendall, E.A., M.T. Malkoun, and C. Jiang, A methodology for developing agent based systems for enterprise integration, in Modelling and Methodologies for Enterprise Integration. 1996, Springer. p. 333-344.

[43]Iglesias, C.A., M. Garijo, and J.C. González, A survey of agent-oriented methodologies. framework, 1999. 2: p. 34.

[44]DeLoach, S.A., E.T. Matson, and Y. Li. Applying Agent Oriented Software Engineering to Cooperative Robotics. in FLAIRS Conference. 2002.

[45]Collinot, A., A. Drogoul, and P. Benhamou. Agent oriented design of a soccer robot team. in Proceedings of the Second International Conference on Multi-Agent Systems (ICMAS-96). 1996.

[46]Burmeister, B., A. Haddadi, and G. Matylis. Application of multi-agent systems in traffic and transportation. in Software Engineering. IEE Proceedings-[see also Software, IEE Proceedings]. 1997. IET.

[47]Bresciani, P., et al., Modeling early requirements in Tropos: a transformation based approach, in Agent-Oriented Software Engineering II. 2002, Springer. p. 151-168.

[48]Burrafato, P. and M. Cossentino. Designing a multi-agent solution for a bookstore with the PASSI methodology. in AOIS@ CAiSE. 2002.

[49]Purvis, M., et al., A multi-agent system for the integration of distributed environmental information. Environmental Modelling & Software, 2003. 18(6): p. 565-572.

[50]Caire, G., et al., Agent oriented analysis using MESSAGE/UML, in Agent-oriented software engineering II. 2002, Springer. p. 119-135.

[51]Elammari, M. and W. Lalonde. An agent-oriented methodology: High-level and intermediate models. in Proc. of the 1st Int. Workshop. on Agent-Oriented Information Systems. 1999.

[52]Cossentino, M. and C. Potts. A CASE tool supported methodology for the design of multi-agent systems. in International Conference on Software Engineering Research and Practice (SERP'02). 2002.

[53]Debenham, J. and B. Henderson-Sellers, Designing agent-based process systems-extending the OPEN Process Framework. Intelligent agent software engineering, 2003: p. 160-190.

[54]Glaser, N., The CoMoMAS methodology and environment for multi-agent system development, in Multi-Agent Systems Methodologies and Applications. 1997, Springer. p. 1-16.

[55]Lind, J., Iterative software engineering for multiagent systems: the MASSIVE method. 2001: Springer-Verlag.

[56]Shehory, O. and A. Sturm. Evaluation of modeling techniques for agent-based systems. in Agents. 2001.

[57]Varga, A. The OMNeT++ discrete event simulation system. in Proceedings of the European Simulation Multiconference (ESM’2001). 2001. sn.

[58]Wagner, G., The Agent–Object-Relationship metamodel: towards a unified view of state and behavior. Information Systems, 2003. 28(5): p. 475-504.

[59]Wooldridge, M. and P. Ciancarini, Agent-oriented software engineering: the state of the art. Lecture notes in computer science, 2001: p. 1-28.

[60]Dam, K.H. and M. Winikoff. Comparing agent-oriented methodologies. in Agent-Oriented Information Systems. 2004. Springer.

[61]O’malley, S.A. and S.A. DeLoach, Determining when to use an agent-oriented software engineering paradigm. 2002: Springer.

[62]Cernuzzi, L., G. Rossi, and L. Plata. On the evaluation of agent oriented modeling methods. in Proceedings of Agent Oriented Methodology Workshop, Seattle. 2002.