Please use this identifier to cite or link to this item: http://hdl.handle.net/11718/14022
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dc.contributor.authorKodandaram, Harsha
dc.contributor.authorRoy, Bidhan
dc.date.accessioned2015-07-08T04:43:49Z
dc.date.available2015-07-08T04:43:49Z
dc.date.issued2015
dc.identifier.citationKodandaram, H & Roy, B. (2015). Application of Analytical Hierarchy Process for Establishing Customer Relationship Complexity. 4th IIMA International Conference on Advanced Data Analysis, Business Analytics and Intelligence. Indian Institute of Management, Ahmedabaden_US
dc.identifier.urihttp://hdl.handle.net/11718/14022
dc.description.abstractFinancial services entities and other service organizations have a large number of customer relationships of varying scope and complexity. Customer service managers (CSMs) at the financial services entity are each tasked with managing a set of customer relationships and providing service to the set of customers. Traditionally, the allocation of customers to CSMs has been done using a subjective approach (i.e., CSM 1 seems capable of managing the customer relationship with Customer X or dividing the number of customers by the number of CSMs) without regard to the specific needs and complex nature of either the incoming customer relationship or the CSM’s current customer relationships. In this paper, we describe the application of Analytical Hierarchy Process (AHP) Optimization Technique in the area of Customer Relationship Capacity model. We tried to define the relationship complexity Score associated with the customer based upon financial plan attributes and personality characteristics. The method described herein also provides the advantage of dynamically evaluating and adjusting the current workload for a CSM to ensure an appropriate level of relationship complexity is assigned to each CSM and also to identify top performers for incoming customer service relationships.en_US
dc.language.isoenen_US
dc.publisherIndian Institute of Management, Ahmedabaden_US
dc.relation.ispartofseriesIC 15;013
dc.subjectOptimization Techniquesen
dc.subjectAnalytic Hierarchy Process (AHP)en
dc.subjectCustomer Relationship Capacity Modelen
dc.subjectProduction Capacity Allocationen
dc.titleApplication of Analytical Hierarchy Process for Establishing Customer Relationship Complexityen_US
dc.typeArticleen_US
Appears in Collections:4th IIMA International Conference on Advanced Data Analysis, Business Analytics and Intelligence

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