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

The main contributions of the chapter are 1) defining relevance challenge of CRM for U.S. academic libraries in the 21st century and applying social Semantic Web technologies to address the relevance challenge of CRM using 121 e-Agent framework in the Web as an infrastructure; 2) binding OLTP, OLAP, and Online Ontological Processing to social Semantic Web applications in CRM; 3) adding trust management to the linked data layer with a touch of tagging, categorizing, query log analysis, and social ranking as part of the underlying structure for distributed customer data filtering on the Web in CRM applications; 4) making the approach extensible to address relevance challenge of CRM in other fields.