TY - GEN
T1 - The ontology model of frontCRM framework
AU - Budiardjo, Eko Kuswardono
AU - Perdana, Wira
AU - Franshisca, Felicia
PY - 2013
Y1 - 2013
N2 - Adoption and implementation of Customer Relationship Management (CRM) is not merely a technological installation, but the emphasis is more on the application of customer-centric philosophy and culture as a whole. CRM must begin at the level of business strategy, the only level that thorough organizational changes are possible to be done. Changes agenda can be directed to each departmental plans, and supported by information technology. Work processes related to CRM concept include marketing, sales, and services. FrontCRM is developed as framework to guide in identifying business processes related to CRM in which based on the concept of strategic planning approach. This leads to processes and practices identification in every process area related to marketing, sales, and services. The Ontology model presented on this paper by means serves as tools to avoid framework misunderstanding, to define practices systematically within process area and to find CRM software features related to those practices.
AB - Adoption and implementation of Customer Relationship Management (CRM) is not merely a technological installation, but the emphasis is more on the application of customer-centric philosophy and culture as a whole. CRM must begin at the level of business strategy, the only level that thorough organizational changes are possible to be done. Changes agenda can be directed to each departmental plans, and supported by information technology. Work processes related to CRM concept include marketing, sales, and services. FrontCRM is developed as framework to guide in identifying business processes related to CRM in which based on the concept of strategic planning approach. This leads to processes and practices identification in every process area related to marketing, sales, and services. The Ontology model presented on this paper by means serves as tools to avoid framework misunderstanding, to define practices systematically within process area and to find CRM software features related to those practices.
KW - Customer Relationship Management (CRM)
KW - Framework based on Theory of CRM (FrontCRM)
KW - Ontology
UR - http://www.scopus.com/inward/record.url?scp=84880179637&partnerID=8YFLogxK
U2 - 10.1117/12.2012272
DO - 10.1117/12.2012272
M3 - Conference contribution
AN - SCOPUS:84880179637
SN - 9780819495662
T3 - Proceedings of SPIE - The International Society for Optical Engineering
BT - International Conference on Graphic and Image Processing, ICGIP 2012
T2 - 4th International Conference on Graphic and Image Processing, ICGIP 2012
Y2 - 6 October 2012 through 7 October 2012
ER -