Enabling technologies of agile manufacturing and its related activities in Korea
Computers and Industrial Engineering - Special issue: IE in Korea
Extensions of the TOPSIS for group decision-making under fuzzy environment
Fuzzy Sets and Systems
On the Measurement of Enterprise Agility
Journal of Intelligent and Robotic Systems
Computers and Industrial Engineering
Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
A fuzzy approach to R&D project portfolio selection
International Journal of Approximate Reasoning
Designing evolving user profile in e-CRM with dynamic clustering of Web documents
Data & Knowledge Engineering
Accelerating customer relationships: using crm and relationship technologies™
Accelerating customer relationships: using crm and relationship technologies™
Improving the quality of process reference models: A quality function deployment-based approach
Decision Support Systems
Computers and Industrial Engineering
A fuzzy nonlinear model for quality function deployment considering Kano's concept
Mathematical and Computer Modelling: An International Journal
Rough set-based approach for modeling relationship measures in product planning
Information Sciences: an International Journal
Review: A state-of the-art survey of TOPSIS applications
Expert Systems with Applications: An International Journal
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The rapid growth of the Internet and the expansion of electronic commerce applications in manufacturing have given rise to electronic customer relationship management (e-CRM) which enhances the overall customer satisfaction. However, when confronted by the range of e-CRM methods, manufacturing companies struggle to identify the one most appropriate to their needs. This paper presents a novel structured approach to evaluate and select the best agile e-CRM framework in a rapidly changing manufacturing environment. The e-CRM frameworks are evaluated with respect to their customer and financial oriented features to achieve manufacturing agility. Initially, the e-CRM frameworks are prioritized according to their financial oriented characteristics using a fuzzy group real options analysis (ROA) model. Next, the e-CRM frameworks are ranked according to their customer oriented characteristics using a hybrid fuzzy group permutation and a four-phase fuzzy quality function deployment (QFD) model with respect to three main perspectives of agile manufacturing (i.e., strategic, operational and functional agilities). Finally, the best agile e-CRM framework is selected using a technique for order preference by similarity to the ideal solution (TOPSIS) model. We also present a case study to demonstrate the applicability of the proposed approach and exhibit the efficacy of the procedures and algorithms.