Mapping customer behavior is challenging despite having advanced tools and technologies for implementing data warehousing, data mining, and expert and decision support systems. Tracking and managing customer lifetime behavior is also equally complex in the era of online transactions, which are spatially and time independent. This complexity has enormously increased with globalization, competition, and the evolution of web technologies empowering customers with trust, convenience, and ease of transactions. Therefore, the traditional decision-making process with generic qualitative and quantitative methods needs to be extended to map customer behavior with intuitive reasoning and subjectivity, allowing optimal decisions with high accuracy to be made. Such decisions are likely to improve upon the optimal decisions made to manage logistics and the supply chain, and even to sustain lean management principles.

This complex situation can find a solution through fuzzy logic-based database-driven customer relationship management. Werro aims to provide insights to the benefits of fuzzy classification of customer behavior by extending properties of relational databases. The book provides the reader systematic yet incremental exposure to the concepts of fuzziness in decision making through grounding theories of set theory and extended relational database schema with fuzzy classification. Examples given to support the discussion are quite noteworthy. The book also covers the concepts of customer relationship management and customer life cycles and measurements. While discussing fuzziness for the customer classes with respect to traditional relational database properties, the book delves into the process of aligning with the extended behavior and benefits of fuzzy classifications. The author also discusses the well-organized fuzzy classification query language toolkit with architectural perspectives to enhance user interfaces. Readers will appreciate this discussion primarily because it provides a guided tour of the user interfaces, citing the benefits of extensions to relational database management principles.

Overall, the book, which is based on Werro’s thesis work, will attract the attention of researchers and practitioners. Case-based discussions enhance the usefulness of the concepts and will benefit readers. However, the discussions on e-business seem misplaced since the focus is on customer relationships; the discourse on e-business needs more attention.