Introduction -- Literature Review -- Problem Definition -- Solution Overview -- Analytical Text Mining in I-CRM for Customer Complaint Analysis -- I-CRM Validation of Customer Issues and Definition of Their Impact Factors Through Hypotheses Formulation -- Improving Customer Satisfaction Through Customer Type Mapping and I-CRM Strategies -- Linear and Non-linear Analytics and Opportunity Development in I-CRM -- Conclusion of the Thesis and Future Works
Summary
Offers a comprehensive survey of the current literature on CRM systems, including the most recent academic research on this topic and its current challenges and gaps
