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  5. Diagnosing the state of clients and consumers as a way to increase the effectiveness of customer relationship management

Diagnosing the state of clients and consumers as a way to increase the effectiveness of customer relationship management

H.O. Masheiko, D.L. Orlovsky
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The object of research is the diagnosis of the state of clients and consumers. An analysis was made of customer relationship management and consumers as one of the ways of increasing the efficiency of the modern enterprise. A review of methods and approaches to solve the problem of diagnosing the state of customers were considered approach is based on fuzzy logic and pattern recognition. It was formed the basic set of performance customers make the transition from the numerical values of the parameters in the binary and were considered two methods of pattern recognition. For them it was developed a mathematical, algorithmic and software, allowing customers to diagnose the condition.
Keywords: CRM, client, diagnostics, parameter, scale, business process, pattern recognition