Every knowledge-based system has its own knowledge formalism depending on the problem that needs solving, goal to be achieved, and proposed solution. This means the knowledge contained in the system will differ from one system to another. This also means that this knowledge cannot be used by another system, which in turn means every system must start with a learning phase right at the beginning.
Traditional CRM (Customer Relationship Management) contains 3 modules, Marketing, Sales, and Support, which rely on the customer relationship and profiling information. While the information contained in those 3 modules is input by operator, it will be prudent to gather much more information from the Internet. We can find relationship between customers and find their profile from the Internet. This information can be used to enrich and direct the CRM to perform better in supporting the business objectives. Gathering information from the Internet means that we need Information Retrieval and Information Extraction that involve many sources from Internet, such as social media, net blog, and news. This research provides the model of data mining utilization in traditional CRM to become social CRM. This research contributes for CRM enhancement where customer centric application becomes automated.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.