Customer relationship management and the social and semantic web enabling cliens conexus /

• Corporate Author: IGI Global.
• Other Authors: Colomo-Palacios, Ricardo, 1973-, Varajão, João, 1972-, Soto-Acosta, Pedro, 1979-
• Format: Electronic
• Language: English
• Published: Hershey, Pa. : IGI Global (701 E. Chocolate Avenue, Hershey, Pennsylvania, 17033, USA), c2012.
• Subjects: Customer relations > Management.; Semantic Web.; Online social networks.; CRM; Collective intelligence; E-government; Academic libraries; Knowledge discovery in databases; Knowledge-driven customer support services; Recommender system design; Sales force automation; Semantic Web applications; SMEs; Sentiment analysis; Social network analysis
• Online Access: Chapter PDFs via platform:

"This book provides an overview of the field of the Semantic Web, social Web and CRM by uniting various research studies from different subfields, exploring the opportunities and challenges confronting organizations using Web 2.0 and 3.0"--Provided by publisher.

Table of Contents:

• 1. Semantic technologies in motion: from factories control to customer relationship management / Ricardo Colomo-Palacios
• 2. Knowledge-driven customer support services: a socio-engineering approach / Itzhak Aviv, Meira Levy and Irit Hadar
• 3. Improving CRM 2.0 through collective intelligence by using CBIR algorithms / Yuliana Perez-Gallardo, Giner Alor-Hernandez and Guillermo Cortes-Robles
• 4. Semantic Web applications to enhance the market opportunities of SMEs: the case of NeP4B / Valentina Morandi and Francesca Sgobbi
• 5. CRM for innovation in European companies / Carolina López-Nicolás and Francisco-José Molina-Castillo
• 6. CRM 2.0 and E-government: challenges for public administration and social effects / Daniel Pérez González and Pedro Solana González
• 7. Systematically exploiting Web 2.0 social media in government for extending communication with citizens / Charalabidis Yannis ... [et al.]
• 8. Customer Relationship Management (CRM) implementation intensity and performance: a study of web-hosting companies / Bryan Soh Yuen Liew, T. Ramayah and Jasmine Yeap Ai Leen
• 9. A framework for customer knowledge management based on social Semantic Web: a hotel sector approach / Marcirio Silveira Chaves, Cássia Trojahn and Cristiane Drebes Pedron
• 10. Partner relationship management: semantic extension of CRM systems for the partner searching and management in R&D environments / Diego Jiménez-López ... [et al.]
• 11. Sales force automation usage and performance / Jason Wai Chow Lee ... [et al.]
• 12. Database marketing process supported by ontologies: an oil company distribution network case study / Filipe Mota Pinto
• 13. Exploding Web 3.0 and Web 2.0 for sales processes definition / José Luis López-Cuadrado ... [et al.]
• 14. Sentiment analysis in business intelligence: a survey / Laura Plaza and Jorge Carrillo de Albornoz
• 15. A framework for designing recommender system for consumers using distributed data clustering / Flavius L. Gorgônio, José P. Araújo Neto and Taciano M. Silva
• 16. Social network analysis in marketing / Przemyslaw Kazienko, Piotr Doskocz and Tomasz Kajdanowicz
• 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 / Sharon Q. Yang and Amanda Xu
• 18. The use of customer relationship management software in meta-enterprises for virtual enterprise integration / Maria Manuela Cruz-Cunha, Goran D. Putnik and Joño Varajão.