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Customer Relationship Management in Social and Semantic Web Environments

Customer Relationship Management in Social and Semantic Web Environments

Ángel García-Crespo, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, Fernando Paniagua Martín
Copyright: © 2012 |Pages: 10
ISBN13: 9781466602885|ISBN10: 1466602880|EISBN13: 9781466602892
DOI: 10.4018/978-1-4666-0288-5.ch006
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MLA

García-Crespo, Ángel, et al. "Customer Relationship Management in Social and Semantic Web Environments." Successful Customer Relationship Management Programs and Technologies: Issues and Trends, edited by Riyad Eid, IGI Global, 2012, pp. 83-92. https://doi.org/10.4018/978-1-4666-0288-5.ch006

APA

García-Crespo, Á., Colomo-Palacios, R., Gómez-Berbís, J. M., & Martín, F. P. (2012). Customer Relationship Management in Social and Semantic Web Environments. In R. Eid (Ed.), Successful Customer Relationship Management Programs and Technologies: Issues and Trends (pp. 83-92). IGI Global. https://doi.org/10.4018/978-1-4666-0288-5.ch006

Chicago

García-Crespo, Ángel, et al. "Customer Relationship Management in Social and Semantic Web Environments." In Successful Customer Relationship Management Programs and Technologies: Issues and Trends, edited by Riyad Eid, 83-92. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0288-5.ch006

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Abstract

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain.

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