Development of a case based intelligent customer-supplier relationship management system

King Lun Tommy Choy, Wing Bun Lee, V. Lo

Research output: Journal article publicationJournal articleAcademic researchpeer-review

79 Citations (Scopus)


The integration of customer relationship management (CRM) and supplier relationship management (SRM) to facilitate supply chain management in the areas of supplier selection using a help desk approach has become a promising solution for manufacturers to identify appropriate suppliers and trading partners to form a supply network on which they depend for products, services, and distribution. In this paper, an intelligent customer-supplier relationship management system (ISRMS) using the case based reasoning (CBR) technique to select potential suppliers is discussed. By using ISRMS in Honeywell Consumer Product (Hong Kong) Limited, it is found that the outsource cycle time from the searching of potential suppliers to the allocation of order is greatly reduced.
Original languageEnglish
Pages (from-to)281-297
Number of pages17
JournalExpert Systems with Applications
Issue number3
Publication statusPublished - 1 Oct 2002


  • Case based reasoning
  • Customer and supplier relationship management
  • Help desk function
  • Supplier selection
  • Supply network

ASJC Scopus subject areas

  • Engineering(all)
  • Computer Science Applications
  • Artificial Intelligence

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