An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry

1. Introduction
Alireza Faed

2. Literature Review
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3. Problem Definition
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4. Solution Overview
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5. Analytical Text Mining in I-CRM for Customer Complaint Analysis
Alireza Faed

6. I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation
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7. Improving Customer Satisfaction Through Customer Type Mapping and I-CRM Strategies
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8. Linear and Non-linear Analytics and Opportunity Development in I-CRM
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9. Conclusion of the Thesis and Future Works
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10. Appendix
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Keywords: Engineering, Computational Intelligence, Engineering Economics, Organization, Logistics, Marketing, Business Information Systems