Fuzzy Classification of Online Customers

  • Nicolas Werro

Part of the Fuzzy Management Methods book series (FMM)

Table of contents

  1. Front Matter
    Pages i-xiii
  2. Nicolas Werro
    Pages 1-4
  3. Conceptual Perspective

    1. Front Matter
      Pages 5-5
    2. Nicolas Werro
      Pages 7-26
  4. Customer Perspective

    1. Front Matter
      Pages 49-49
    2. Nicolas Werro
      Pages 51-65
    3. Nicolas Werro
      Pages 67-86
  5. Application and Implementation Perspective

    1. Front Matter
      Pages 87-87
    2. Nicolas Werro
      Pages 107-126
    3. Nicolas Werro
      Pages 127-130
  6. Back Matter
    Pages 131-141

About this book


This book introduces a fuzzy classification approach, which combines relational databases with fuzzy logic for more effective and powerful customer relationship management (CRM). It shows the benefits of a fuzzy classification in contrast to the traditional sharp evaluation of customers for the acquisition, retention and recovery of customers in online shops. The book starts with a presentation of the basic concepts, fuzzy set theory, and the combination of relational databases and fuzzy classification. In its second part, it focuses on the customer perspective, detailing the central concepts of CRM, its theoretical constructs and aspects of analytical, operational and collaborative CRM. It juxtaposes fuzzy and sharp customer classes and shows the implications for customer positioning, mass customization, personalization, customer assessment and controlling. Finally, the book presents the application and implementation of the concepts in online shops. A detailed case study presents the application and a separate chapter introduces the fuzzy Classification Query Language (fCQL) toolkit for implementing these concepts. In its appendix the book lists the fuzzy set operators and the query language’s grammar.


Analytical CRM Collaborative CRM Customer profiles Fuzzy sets Mass customization Personalization

Authors and affiliations

  • Nicolas Werro
    • 1
  1. 1.Villars-sur-GlaneSwitzerland

Bibliographic information

  • DOI
  • Copyright Information Springer International Publishing Switzerland 2015
  • Publisher Name Springer, Cham
  • eBook Packages Business and Economics
  • Print ISBN 978-3-319-15969-0
  • Online ISBN 978-3-319-15970-6
  • Series Print ISSN 2196-4130
  • Series Online ISSN 2196-4149
  • Buy this book on publisher's site