Research on Intelligent Learning Strategy for Knowledge-Enabled Customer Relationship Management Based on SOA and CBR

Author

Qin, Yan ; Mu, Dan

Author_Institution

Dept. of Inf. Technol. & Bus. Manage., Neusoft Inst. of Inf., Dalian, China

fYear

2009

fDate

20-22 Sept. 2009

Firstpage

1

Lastpage

4

Abstract

Combined with the demand for supply chain collaboration, this paper uses Service-Oriented Architecture (SOA) technology to build dynamic supply chain integration architecture. In the meanwhile, this paper introduces Case-Based Reasoning (CBR) to achieve intelligent knowledge reasoning and discusses the knowledge-enabled Customer Relationship Management (KCRM) intelligent learning processes based on SOA and CBR and puts forward intelligent learning solution of expert heterogeneity according to the information of customer heterogeneous training characteristics.

Keywords

case-based reasoning; customer relationship management; case-based reasoning; customer heterogeneous training characteristics; dynamic supply chain integration architecture; expert heterogeneity; intelligent knowledge reasoning; intelligent learning process; intelligent learning solution; knowledge-enabled customer relationship management; service oriented architecture technology; supply chain collaboration; Application software; Collaboration; Customer relationship management; Information technology; Intelligent agent; Knowledge management; Semiconductor optical amplifiers; Service oriented architecture; Supply chain management; Supply chains;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science, 2009. MASS '09. International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-4638-4

Electronic_ISBN

978-1-4244-4639-1

Type

conf

DOI

10.1109/ICMSS.2009.5301986

Filename

5301986