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Abstract

This paper is a comprehensive description of Customer Ontology, a collection of terms and definitions relevant to Customer Relationship Management. We state its intended purposes, describe how we went about building it, define all the terms and describe our experiences in converting these into formal definitions. We then describe how we used the Customer Ontology for modeling Enterprise CRM.

Keywords

Description Logic Customer Relationship Management Potential Customer Ontology Model Customer Information 
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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References

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Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Yu Changrui
    • 1
  • Luo Yan
    • 2
  1. 1.School of Information Management and EngineeringShanghai University of Finance and EconomicsChina
  2. 2.The Sydney Institute of Language and CommerceShanghai UniversityChina

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