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Olszak Celina M. (University of Economics in Katowice, Poland), Bartuś Tomasz (University of Economics in Katowice, Poland)
Model for Social Customer Relationship Management : Multi-Agent Approach
Zarządzanie i Finanse, 2013, R. 11, nr 3, cz. 1, s. 116-130, rys., tabl., bibliogr. 28 poz.
Journal of Management and Finance
Słowa kluczowe
Zarządzanie Kontaktami z Klientem, Relacje z klientami, Systemy multiagentowe
Customer Relationship Management (CRM), Relationships with customers, Multi-agent system
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)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Krakowie
Biblioteka Szkoły Głównej Handlowej w Warszawie
Biblioteka Główna Uniwersytetu Ekonomicznego w Katowicach
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Ekonomicznego we Wrocławiu
Pełny tekst
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