Customer Relationship Management in Social and Semantic Web Environments

2010 ◽  
Vol 1 (2) ◽  
pp. 1-10 ◽  
Author(s):  
Ángel García-Crespo ◽  
Ricardo Colomo-Palacios ◽  
Juan Miguel Gómez-Berbís ◽  
Fernando Paniagua Martín
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Dynamic Environment ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Web 3.0 ◽  
Web Technologies ◽  
The Social

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain.

Customer Relationship Management in Social and Semantic Web Environments

2012 ◽  
pp. 83-92
Author(s):  
Ángel García-Crespo ◽  
Ricardo Colomo-Palacios ◽  
Juan Miguel Gómez-Berbís ◽  
Fernando Paniagua Martín
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Dynamic Environment ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Web 3.0 ◽  
Web Technologies ◽  
The Social ◽  
The Web

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain.

Customer Relationship Management as an Imperative for Academic Libraries

2015 ◽  
pp. 44-77
Author(s):  
Amanda Xu ◽  
Sharon Q. Yang
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Academic Libraries ◽  
Linked Data ◽  
Trust Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Customer Data ◽  
Customer Group

This chapter proposes a conceptual model, the 121 e-Agent Framework, for Customer Relationship Management (CRM) in academic libraries. Linked data and Semantic Web are the core components of this model. The implementation of the Framework will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, and interaction. The main contributions of the chapter are 1) applying Semantic Web technologies for CRM in academic libraries using the 121 e-Agent Framework, 2) defining the relevance challenges of CRM for academic libraries, 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, and 4) making the approach extensible to address the challenges of CRM in other fields.

Customer Relationship Management as an Imperative for Academic Libraries

2016 ◽  
pp. 1641-1674
Author(s):  
Amanda Xu ◽  
Sharon Q. Yang
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Academic Libraries ◽  
Linked Data ◽  
Trust Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Customer Data ◽  
Customer Group

This chapter proposes a conceptual model, the 121 e-Agent Framework, for Customer Relationship Management (CRM) in academic libraries. Linked data and Semantic Web are the core components of this model. The implementation of the Framework will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, and interaction. The main contributions of the chapter are 1) applying Semantic Web technologies for CRM in academic libraries using the 121 e-Agent Framework, 2) defining the relevance challenges of CRM for academic libraries, 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, and 4) making the approach extensible to address the challenges of CRM in other fields.

Customer Relationship Management as an Imperative for Academic Libraries

2016 ◽  
pp. 395-428
Author(s):  
Amanda Xu ◽  
Sharon Q. Yang
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Academic Libraries ◽  
Linked Data ◽  
Trust Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Customer Data ◽  
Customer Group

This chapter proposes a conceptual model, the 121 e-Agent Framework, for Customer Relationship Management (CRM) in academic libraries. Linked data and Semantic Web are the core components of this model. The implementation of the Framework will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, and interaction. The main contributions of the chapter are 1) applying Semantic Web technologies for CRM in academic libraries using the 121 e-Agent Framework, 2) defining the relevance challenges of CRM for academic libraries, 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, and 4) making the approach extensible to address the challenges of CRM in other fields.

Customer Relationship Management- The Indian Perspective

2015 ◽  
Vol 3 (2) ◽  
Author(s):  
Pankaj K. Trivedi
Keyword(s):  
Social Media ◽  
Product Quality ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Relationship Management ◽  
Modern Technology ◽  
Customer Relationship ◽  
Brand Name ◽  
Service Support ◽  
Indian Perspective

Market is a kingdom and customer is the king. This is a renowned maxim pursued by the Indian companies in true spirit. With the advancement in modern technology, customers are becoming more and more informed about their need and want. Nowadays social media is educating them and they scout around for best product, brand name, product quality, operation, and service support. Marketing has thus, undergone a paradigm shift and has come up to the point of establishing relationship with customer. Not just retaining the existing customers but even attracting new customers has become a big challenge. This is the main reason why companies have shifted their focus from being product-centric to customer-centric.

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

2011 ◽  
pp. 284-311
Author(s):  
Sharon Q. Yang ◽  
Amanda Xu
Keyword(s):  
Semantic Web ◽  
21St Century ◽  
Academic Libraries ◽  
Trust Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Customer Data ◽  
Web Technologies ◽  
Social Semantic Web ◽  
The Web

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.

A URI is Worth a Thousand Tags

2011 ◽  
pp. 279-302 ◽  
Author(s):  
Alexandre Passant ◽  
Philippe Laublet ◽  
John G. Breslin ◽  
Stefan Decker
Keyword(s):  
Semantic Web ◽  
User Generated Content ◽  
Social Web ◽  
Enterprise 2.0 ◽  
Semantic Web Technologies ◽  
Web Technologies ◽  
The Social ◽  
Web Of Data ◽  
Accepted Practice ◽  
The Web

Although tagging is a widely accepted practice on the Social Web, it raises various issues like tags ambiguity and heterogeneity, as well as the lack of organization between tags. We believe that Semantic Web technologies can help solve many of these issues, especially considering the use of formal resources from the Web of Data in support of existing tagging systems and practices. In this article, we present the MOAT—Meaning Of A Tag—ontology and framework, which aims to achieve this goal. We will detail some motivations and benefits of the approach, both in an Enterprise 2.0 ecosystem and on the Web. As we will detail, our proposal is twofold: It helps solve the problems mentioned previously, and weaves user-generated content into the Web of Data, making it more efficiently interoperable and retrievable.

scholarly journals Investigating the effect of the social customer relationship management (CRM) on customers and financial performance

2021 ◽  
Vol 10 (1) ◽  
pp. 235-245
Author(s):  
Ali B Abduljabar Al mashahedi ◽  
Jing Zhang ◽  
Sinan Harjan
Keyword(s):  
Financial Performance ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
High Performance ◽  
Relationship Management ◽  
Research Data ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Innovation Activities ◽  
The Social

This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance.

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