Model for Social Customer Relationship Management : Multi-Agent Approach

• Autorzy: Celina M. Olszak , Tomasz Bartuś
• Języki publikacji: EN

Abstrakty

EN

The main purpose of this paper is to present an idea of social CRM, and first of all a multi-agent approach for designing and developing social CRM systems. To demonstrate this approach the prototype of a multi-agent social CRM system (MASCRM) is described. The structure of this paper is organized as follows: first, we provide an overview of the social CRM system. Then, we present agent technology that provides some foundation for the development of a social CRM system. Next, the MASCRM concept and its components are presented in detail followed with a description of the prototype system. Finally, we summarize the key points of the research and give directions for future research. (original abstract)

Słowa kluczowe

EN

Customer Relationship Management (CRM); Relationships with customers; Multi-agent system

PL

Zarządzanie Kontaktami z Klientem; Relacje z klientami; Systemy multiagentowe

• Czasopismo: Zarządzanie i Finanse
• Rocznik: 2013
• Numer: R. 11, nr 3, cz. 1
• Strony: 116--130

Twórcy

autor

Celina M. Olszak

• University of Economics in Katowice, Poland

autor

Tomasz Bartuś

• University of Economics in Katowice, Poland

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