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Customer Relationship Management and the Social and Semantic Web

Book Description

The ever-growing influence of the Internet has caused a paradigm shift in relationships between customers and companies. New types of interaction introduced by Web 1.0 have undergone a dramatic change in quantity and quality with the advent of Web 2.0. Web 3.0, better known as the Semantic Web, will also significantly impact how companies understand Customer Relationship Management (CRM).Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus provides an overview of the field of the Semantic Web, social Web, and CRM by uniting various research studies from different subfields. Providing a forum for the exchange of research ideas and practices, this book is a reference convergence point for professionals, managers, and researchers in the CRM field together with IT professionals. It also aims to explore the opportunities and challenges confronting organizations in the light of customers in Web 2.0 by using new technologies, including semantic technologies (Web 3.0).

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Editorial Advisory Board and List of Reviewers
    1. EDITORIAL ADVISORY BOARD
    2. LIST OF REVIEWERS
  5. Foreword
  6. Preface
  7. Acknowledgment
  8. Chapter 1: Semantic Technologies in Motion
    1. ABSTRACT
    2. INTRODUCTION
    3. OUTLINE: SEMANTIC TECHNOLOGIES
    4. SEMANTIC TECHNOLOGIES IN ORGANIZATIONS
    5. CONCLUSION AND FUTURE WORK
  9. Chapter 2: Knowledge-Driven Customer Support Services
    1. ABSTRACT
    2. INTRODUCTION
    3. RESEARCH METHOD
    4. THE CLAIM RESOLUTION PROCESS: KM ORIENTED SOLUTIONS
    5. FORMAL KNOWLEDGE SOLUTIONS
    6. CONCLUSION
    7. FUTURE RESEARCH DIRECTIONS
  10. Chapter 3: Improving CRM 2.0 through Collective Intelligence by Using CBIR Algorithms
    1. ABSTRACT
    2. INTRODUCTION
    3. IMPROVING CRM 2.0 THROUGH COLLECTIVE INTELLIGENCE BY USING CBIR ALGORITHMS
    4. CONCLUSION
  11. Chapter 4: Semantic Web Applications to Enhance the Market Opportunities of SMEs
    1. ABSTRACT
    2. INTRODUCTION
    3. SEMANTIC WEB AS THE NEW FRONTIER OF INTER-ORGANISATIONAL RELATIONSHIP MANAGEMENT
    4. THE NEP4B ARCHITECTURE: AN IOIS BASED ON SEMANTIC WEB
    5. THE BENEFITS AND CHALLENGES OF NEP4B: THE POINT OF VIEW OF A BUSINESS CONSORTIUM OF SMALL FIRMS
    6. CONCLUSION
  12. Chapter 5: CRM for Innovation in European Companies
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL BACKGROUND
    4. METHODOLOGY
    5. RESEARCH FINDINGS
    6. CONCLUSION AND FUTURE DIRECTIONS
  13. Chapter 6: CRM 2.0 and E-Government
    1. ABSTRACT
    2. INTRODUCTION
    3. CRM 2.0
    4. MAIN FOCUS OF THE CHAPTER
    5. SOCIAL EFFECTS OF THE APPLICATION OF CRM 2.0 ON E-GOVERNMENT
    6. EFFICIENCY AND PRODUCTIVITY
    7. SERVICE COSTS
    8. INTEGRATION OF THE INFORMATION
    9. INTERACTION WITH THE CITIZEN
    10. FUTURE RESEARCH DIRECTIONS
    11. CONCLUSION
  14. Chapter 7: Systematically Exploiting Web 2.0 Social Media in Government for Extending Communication with Citizens
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. FUNDAMENTALS OF THE METHODOLOGY
    5. TECHNOLOGICAL ARCHITECTURE
    6. AN APPLICATION SCENARIO
    7. INTEROPERABILITY ISSUES
    8. COMPOSITION OF USERS BASE
    9. CONCLUSION
  15. Chapter 8: Customer Relationship Management (CRM) Implementation Intensity and Performance
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. METHODOLOGY
    5. DISCUSSION, IMPLICATIONS AND CONCLUSION
  16. Chapter 9: A Framework for Customer Knowledge Management based on Social Semantic Web
    1. ABSTRACT
    2. INTRODUCTION
    3. THEORETICAL REFERENTIAL
    4. A FRAMEWORK FOR COMBINING CKM AND SOCIAL SEMANTIC WEB
    5. CONCLUDING REMARKS AND FUTURE WORK
  17. Chapter 10: Partner Relationship Management
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. THE SEM-IDI APPROACH
    5. FUTURE RESEARCH DIRECTIONS
    6. CONCLUSION
  18. Chapter 11: Sales Force Automation Usage and Performance
    1. ABSTRACT
    2. INTRODUCTION
    3. LITERATURE REVIEW
    4. HYPOTHESES
    5. DISCUSSION AND CONCLUSION
  19. Chapter 12: Database Marketing Process Supported by Ontologies
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. RELATED WORK
    5. ONTOLOGICAL WORK
    6. SYSTEM PROTOTYPE
    7. ONTOLOGICAL ASSISTANCE
    8. EXPERIMENT
    9. DISCUSSION
    10. CONCLUSION AND FURTHER RESEARCH
  20. Chapter 13: Exploding Web 3.0 and Web 2.0 for Sales Processes Definition
    1. ABSTRACT
    2. INTRODUCTION
    3. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
    4. CRM & WEB 2.0 TECHNOLOGIES
    5. WEB 3.0 TECHNOLOGIES
    6. WEB 3.0, SEMANTIC WEB AND CRM
    7. EXPLODING THE AVAILABLE TECHNOLOGY
    8. COLLABORATIVE SALES SUPPORTING SYSTEM FRAMEWORK
    9. FUTURE RESEARCH DIRECTIONS
    10. CONCLUSION
  21. Chapter 14: Sentiment Analysis in Business Intelligence
    1. ABSTRACT
    2. INTRODUCTION
    3. THE ORGINS OF SENTIMENT ANALYSIS
    4. ANALYZING CUSTOMER OPINIONS: STATING THE PROBLEM
    5. CURRENT APPLICATIONS
    6. CONCLUSION
  22. Chapter 15: A Framework for Designing Recommender System for Consumers Using Distributed Data Clustering
    1. ABSTRACT
    2. INTRODUCTION
    3. AN ARCHITECTURE FOR PRODUCT META-RECOMMENDATION ON THE WEB
    4. FUTURE RESEARCH DIRECTIONS
    5. CONCLUSION
  23. Chapter 16: Social Network Analysis in Marketing
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. TARGET MARKETING BASED ON COLLECTIVE CLASSIFICATION IN THE SOCIAL NETWORK
    5. OPEN PROBLEMS
    6. CONCLUSION
  24. Chapter 17: Applying Semantic Web Technologies to Meet the Relevant Challenge of Customer Relationship Management for the U.S. Academic Libraries in the 21st Century Using 121 e-Agent Framework
    1. ABSTRACT
    2. INTRODUCTION
    3. RELEVANCE CHALLENGES OF U.S. ACADEMIC LIBRARIES DEFINED
    4. IN SEARCH OF A SCALABLE APPROACH FOR STAYING RELEVANCE IN THE 21ST CENTURY
    5. SEMANTIC WEB TECHNOLOGIES SIMPLIFIED
    6. ADOPTION OF SEMANTIC WEB REACHED THE CRITICAL MASS WITH KILLER APPLICATIONS EXEMPLIFIED
    7. 121 E-AGENT FRAMEWORK DEFINED
    8. DATA WARHOUSING AND OLAP FOR 121 E-AGENT FRAMEWORK
    9. DATA MINING, OLAP AND ONLINE ONTOLOGICAL PROCESSING FOR THE 121 E-AGENT FRAMEWORK
    10. DECISION SUPPORT SYSTEMS (DSS) FOR THE 121 E-AGENT FRAMEWORK
    11. GEOGRAPHIC INFORMATION SYSTEMS FOR THE 121 E-AGENT FRAMEWORK
    12. ARTIFICIAL INTELLIGENCE FOR THE 121 E-AGENT FRAMEWORK
    13. EXPERT SYSTEMS IN THE 121 E-AGENT FRAMEWORK
    14. GENERIC ALGORITHMS IN THE 121 E-AGENT FRAMEWORK
    15. ARTIFICIAL NEURAL NETWORKS (ANN) IN THE 121 E-AGENT FRAMEWORK
    16. FUZZY LOGIC IN THE 121 E-AGENT FRAMEWORK
    17. INTELLIGENT AGENTS IN THE 121 E-AGENT FRAMEWORK
    18. SYSTEMS DEVELOPMENT, INFRASTRUCTURE AND INTEGRATION FOR THE 121 E-AGENT FRAMEWORK USING SEMANTIC WEB TECHNOLOGIES
    19. SYSTEM DEVELOPMENT METHODOLOGY FOR THE 121 E-AGENT FRAMEWORK
    20. CONCEPTUAL IT INFRASTRUCTURE AND INTEGRATION FOR THE 121 E-AGENT FRAMEWORK
    21. SEMANTIC WEB TECHNOLOGIES APPLIED
    22. FUTURE FUNCTIONAL IMPROVEMENT IN PLANNING
    23. CONCLUSION
  25. Chapter 18: The Use of Customer Relationship Management Software in Meta-enterprises for Virtual Enterprise Integration
    1. ABSTRACT
    2. INTRODUCTION
    3. BACKGROUND
    4. MARKET OF RESOURCES: AN ENVIRONMENT FOR VE INTEGRATION
    5. MARKET OF RESOURCES BUILDING BLOCKS
    6. CONCLUSION
  26. About the Contributors