2014 | OriginalPaper | Buchkapitel
Semantic Representation and Computation of Cloud-Based Customer Relationship Management Solutions
verfasst von : Ricardo Colomo-Palacios, José María Álvarez Rodríguez
Erschienen in: On the Move to Meaningful Internet Systems: OTM 2014 Workshops
Verlag: Springer Berlin Heidelberg
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This paper introduces a RDF vocabulary to semantically represent and compute quantitative indexes with the aim of providing a context-aware system to manage Customer Relationship Management (CRM) quality indicators. This tool is based on CRM Index, tailor made index based on Service Measurement Index to measure cloud CRM solutions. Apart from the tool itself, in the paper the authors introduce categories and attributes defined for the CRM world along with specific metrics.