Title :
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
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;
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
DOI :
10.1109/ICMSS.2009.5301986
