Transformer-based language models have demonstrated remarkable success in few-shot text classification; however, their effectiveness is often constrained by challenges such as high intraclass diversity and interclass similarity, which hinder the extraction of discriminative features. To address these limitations, a novel framework, Adaptive Masking Bidirectional Encoder Representations from Transformers with Dynamic Weighted Prototype Module (AMBERT-DWPM), is introduced, incorporating adaptive masking and dynamic weighted prototypical learning to enhance feature representation and classification performance. The standard BERT architecture is refined by integrating an adaptive masking mechanism based on Layered Integrated Gradients (LIG), enabling the model to dynamically emphasize salient text segments and improve feature discrimination. Additionally, a DWPM is designed to assign adaptive weights to support samples, mitigating inaccuracies in prototype construction caused by intraclass variability. Extensive evaluations conducted on six publicly available benchmark datasets demonstrate the superiority of AMBERT-DWPM over existing few-shot classification approaches. Notably, under the 5-shot setting on the DBpedia14 dataset, an accuracy of 0.978±0.004 is achieved, highlighting significant advancements in feature discrimination and generalization capabilities. These findings suggest that AMBERT-DWPM provides an efficient and robust solution for few-shot text classification, particularly in scenarios characterized by limited and complex textual data.

This research examines customer relationship management (CRM) systems using multi-criteria decision-making (MCDM) methods, with the intention of selecting the most suitable solution for small companies. The main goal of this research is to make a decision when choosing a CRM system by applying an objective approach. For this purpose, objective criteria were used, and an objective evaluation of the observed CRM systems was conducted. By using the MEREC (MEthod based on the Removal Effects of Criteria) method, the importance of the criteria was determined, while the CORASO (COmpromise Ranking from Alternative SOlutions) method was applied to rank the CRM systems. These methods were combined using a methodology into a hybrid approach. The results of this approach indicate that CRM systems with a higher degree of integration and automation achieved a higher rank, while systems with limited functionalities and longer implementation times received a lower ranking. This analysis confirms the importance of CRM systems in optimizing business processes, improving customer satisfaction, and enhancing marketing activities in companies. The results of the research can assist small companies in making decisions when selecting a CRM system. The contribution of this research is to provide efficient decision-making in the selection of a CRM system, thereby strengthening the companies' operations and improving their performance.

In recent years, e-commerce has emerged as a dominant sales channel, with an increasing number of large-scale companies exclusively operating online. The substantial growth of e-commerce has been paralleled by the growing importance of efficient logistics, as the flow of goods in international trade demands sophisticated planning and execution. Following the purchase stage, logistics plays a pivotal role in ensuring timely delivery to end customers, with final distribution being one of the most critical aspects. The optimization of the distribution process is particularly challenging due to the complexities involved in the selection of transport modes, optimal routing, and the appropriate types of vehicles. This study investigates the parcel distribution process in the Serbian logistics sector, providing a comprehensive analysis of e-commerce flows during the initial stages of goods movement. A decision-making model based on the Stepwise Weight Assessment Ratio Analysis (SWARA) and Weighted Aggregated Sum Product Assessment (WASPAS) methods is proposed to optimize vehicle selection for parcel distribution. The model evaluates ten vehicle alternatives across nine distinct criteria: delivery volume ($\mathrm{C}_1$), average number of parcels per delivery ($\mathrm{C}_2$), vehicle fleet size ($\mathrm{C}_3$), payload capacity ($\mathrm{C}_4$), number of customer complaints ($\mathrm{C}_5$), cargo volume ($\mathrm{C}_6$), incidence of damaged shipments ($\mathrm{C}_7$), loss of shipments ($\mathrm{C}_8$), and vehicle height limitations ($\mathrm{C}_9$). Sensitivity analysis is conducted to test the robustness and stability of the proposed model, ensuring that the selected vehicle configurations are resilient under varying operational conditions. The findings contribute to the broader understanding of logistics optimization in e-commerce, offering insights into the effective selection of transport vehicles that can enhance the efficiency and reliability of the final distribution phase.