Implementation of Customer Service Management System for Corporate Knowledge Utilization

  • Thomas Hinselmann
  • Alexander Smirnov
  • Mikhail Pashkin
  • Nikolai Chilov
  • Andrew Krizhanovsky
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3336)


Modern trends in knowledge-dominated economy are (i) from “capital-intensive business environment” to “intelligence-intensive business environment” and (ii) from “product push” strategies to a “consumer pull” management. This requires close contact between corporations and customers. Currently it is not enough to provide an access to corporate knowledge resources and gather feedback from the customers because very often customers do not know what they really need and what they can find. It is required to bridge a gap between the model of customer interests and corporate knowledge sources to transfer the right knowledge from distributed sources in the right context to the right person in the right time for the right purpose. The paper is devoted to knowledge logistics which with regard to individual user requirements, available knowledge sources, and current situation analysis in an open information environment addresses problems of intelligent support of user activities. Applicability of the approach to industrial system is illustrated through a released prototype of the customer service management system.


Customer Relationship Management Knowledge Source User Request Mass Customization Virtual Enterprise 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2004

Authors and Affiliations

  • Thomas Hinselmann
    • 1
  • Alexander Smirnov
    • 2
  • Mikhail Pashkin
    • 2
  • Nikolai Chilov
    • 2
  • Andrew Krizhanovsky
    • 2
  1. 1.Festo AG & Co. KGOstfildern-ScharnhGermany
  2. 2.St.Petersburg Institute for Informatics and Automation of the Russian Academy of SciencesSt PetersburgRussia

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