An agent-based CRM model for multiple projects management

Abstract

Project management of a single project such as product design usually focuses on issues of organization management, strategy analysis, schedule and cost control, and performance evaluation. In addition to above issues, customer satisfaction is another important factor increasingly received attention in terms of project success for a design studio. This situation becomes more complicated when multiple projects are executed concurrently. A customer relationship management (CRM) model provides approaches of clarifying and accomplishing customer's need and the following service plans. The aim of this paper emphasizes on systematically construction of the CRM model for a design studio based on agent technology. In particular, the subject of multiple outsourcing design projects and uncertainty of project information due to poor interaction is discussed. The interactive CRM model proposed in this paper provides an approach of improving customer satisfaction as well as utilizing information technology to develop the knowledge management structure. An agent-based CRM model for multiple projects management is examined to represent the performance of interaction.