Customer Relationship Management (CRM) has been an important part of enterprise decision-making and management. In this regard, Decision Tree (DT) models are the most common tools for investigating CRM and providing an appropriate support for the implementation of CRM systems. Yet, this method does not yield any estimate of the degree of separation of different subgroups involved in analysis. In this research, we compute three decision-making models in SMEs, analyzing different decision tree methods (C&RT, C4.5 and ID3). The methods are then used to compute ME and VoE for the models and they were then used to calculate the Mean Errors (ME) and Variance of Errors (VoE) estimates to investigate the predictive power of these methods. These decision tree methods were used to analyze small- and medium-sized enterprises (SME’s) datasets. The paper proposes a powerful technical support for better directing market tends and mining in CRM. According to the findings, C&RT shows a better degree of separation. As a result, we recommend using decision tree methods together with ME and VoE to determine CRM factors.

Investigating the Customer Satisfaction Measurement (CSM) plays an important role in determining the range of customer needs and expectations resulting from delivered products or received services. In this research, a novel approach is proposed for measuring the customer’s satisfaction measurement. Due to ambiguity and lack of information related to evaluation criteria, in the proposed model, the customer feedbacks are considered as linguistic terms and due to the dominance of non –linear relations on behaviors and judgments of human, the result is obtained using a Fuzzy Neural Network. In continuation, roles of the fuzzy inference system for customer’s satisfaction are defined and determined for different conditions of customer’s judgments. Applicability of the proposed model has been successfully implemented through a case study for investigating the customer’s satisfaction on the basis of both qualitative and quantitative inputs.

In construction cost management system, normally earned value management (EVM) is applied as an efficient control approach in both status detection and estimation at completion (EAC) cost forecasting. The traditional approaches in EAC predictions normally extend the current situation of a project to the future by employing pervious performance factor. The proposed approach of this paper considers both qualitative and quantitative factors affecting the EAC prediction. The proposed approach of this research not only estimates the completion of the project, but also it can generate accurate forecast for the entire future periods using a fuzzy neural network model. The model is also implemented for a real-world case study and yields encouraging preliminary results.

Clustering is absolutely useful information to explore data structures and has been employed in many places. It organizes a set of objects into similar groups called clusters, and the objects within one cluster are both highly similar and dissimilar with the objects in other clusters. The K-mean, C-mean, Fuzzy C-mean and Kernel K-mean algorithms are the most popular clustering algorithms for their easy implementation and fast work, but in some cases we cannot use these algorithms. Regarding this, in this paper, a hybrid model for customer clustering is presented that is applicable in five banks of Fars Province, Shiraz, Iran. In this way, the fuzzy relation among customers is defined by using their features described in linguistic and quantitative variables. As follows, the customers of banks are grouped according to K-mean, C-mean, Fuzzy C-mean and Kernel K-mean algorithms and the proposed Fuzzy Relation Clustering (FRC) algorithm. The aim of this paper is to show how to choose the best clustering algorithms based on density-based clustering and present a new clustering algorithm for both crisp and fuzzy variables. Finally, we apply the proposed approach to five datasets of customer's segmentation in banks. The result of the FCR shows the accuracy and high performance of FRC compared other clustering methods.