CRM Ontology Based on CMMI Project Planning for Business Applications

Author

Lee, Chang-Shing ; Wang, Yi-Chuan ; Liu, Wei-Ming ; Lin, Yi-Chen

Author_Institution

Nat. Univ. of Tainan, Tainan

Volume

5

fYear

2007

fDate

19-22 Aug. 2007

Firstpage

2941

Lastpage

2946

Abstract

This paper proposes a customer relationship management (CRM) Ontology based on CMMI project planning for business application. The CRM ontology describes the CRM project planning knowledge based on CMMI. It contains three categories, including establishing CRM project estimates, developing CRM project plan, and obtaining CRM project commitment. There are various concepts in the class layer and some instances in the instances layer defined in the ontology. The proposed ontology can be applied to construct an intelligent CRM system based on CMMI project planning for business applications.

Keywords

Capability Maturity Model; business data processing; customer relationship management; ontologies (artificial intelligence); project management; CMMI project planning; CRM ontology; business application; customer relationship management; intelligent CRM system; Application software; Customer relationship management; Cybernetics; Knowledge management; Life estimation; Machine learning; Ontologies; Planing; Process planning; Technology planning; CMMI; Customer Relationship Management; Ontology; Project planning;

fLanguage

English

Publisher

ieee

Conference_Titel

Machine Learning and Cybernetics, 2007 International Conference on

Conference_Location

Hong Kong

Print_ISBN

978-1-4244-0973-0

Electronic_ISBN

978-1-4244-0973-0

Type

conf

DOI

10.1109/ICMLC.2007.4370651

Filename

4370651