2013 | 3 | 1 | 116-130
Article title

Model for Social Customer Relationship Management. Multi-Agent Approach

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The main purpose of this paper is to present an idea of social CRM, and first of all a multi-agent approach for designing and developing social CRM systems. To demonstrate this approach the prototype of a multi-agent social CRM system (MASCRM) is described. The structure of this paper is organized as follows: first, we provide an overview of the social CRM system. Then, we present agent technology that provides some foundation for the development of a social CRM system. Next, the MASCRM concept and its components are presented in detail followed with a description of the prototype system. Finally, we summarize the key points of the research and give directions for future research.
Physical description
  • Prof., Ph.D., hab., D.Sc., Department of Business Informatics, Faculty of Economics, University of Economics in Katowice, Poland,
  • Ph.D., Department of Business Informatics, Faculty of Economics, University of Economics in Katowice, Poland
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