Digital Library

cab1

 
Title:      BUILDING AN EMPLOYEE-DRIVEN CRM ONTOLOGY
Author(s):      Céline Van Damme , Stijn Christiaens , Eddy Vandijck
ISBN:      978-972-8924-35-5
Editors:      Piet Kommers (series editors: Piet Kommers, Pedro Isaías and Nian-Shing Chen)
Year:      2007
Edition:      Single
Keywords:      Ontology, Folksonomy, CRM, Visual approach
Type:      Short Paper
First Page:      330
Last Page:      334
Language:      English
Cover:      cover          
Full Contents:      click to dowload Download
Paper Abstract:      The information overload in today's web and information systems has a negative impact on the information retrieval process. Most information is stored in an unstructured format, as is the case of valuable customer information in CRM systems. A CRM domain ontology can help in overcoming the problem of unsatisfying search results and ameliorate the customer knowledge creation process. We present an integrated visual approach, where the users themselves can take part in the ontology creation process. In this three-phase approach, we support the users in the process of adding extra information to their content. Our approach is based on an ”employonomy”, a folksonomy created by the employees, text mining and user feedback.
   

Social Media Links

Search

Login