The ontology model of frontCRM framework

Eko Kuswardono Budiardjo, Wira Perdana, Felicia Franshisca

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


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.

Original languageEnglish
Title of host publicationInternational Conference on Graphic and Image Processing, ICGIP 2012
Publication statusPublished - 2013
Event4th International Conference on Graphic and Image Processing, ICGIP 2012 - Singapore, Singapore
Duration: 6 Oct 20127 Oct 2012

Publication series

NameProceedings of SPIE - The International Society for Optical Engineering
ISSN (Print)0277-786X
ISSN (Electronic)1996-756X


Conference4th International Conference on Graphic and Image Processing, ICGIP 2012


  • Customer Relationship Management (CRM)
  • Framework based on Theory of CRM (FrontCRM)
  • Ontology


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