Model for Social Customer Relationship Management. Multi-Agent Approach

• Authors: Celina M. Olszak , Tomasz Bartuś
• Languages of publication: EN

Abstracts

EN

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.

Keywords

EN

social CRM; agent technology; multi-agent model

• Publisher: Wydział Zarządzania - Uniwersytet Gdański
• Journal: Zarządzanie i Finanse
• Year: 2013
• Volume: 3
• Issue: 1
• Pages: 116-130

Contributors

author

Celina M. Olszak

• Prof., Ph.D., hab., D.Sc., Department of Business Informatics, Faculty of Economics, University of Economics in Katowice, Poland,

author

Tomasz Bartuś

• Ph.D., Department of Business Informatics, Faculty of Economics, University of Economics in Katowice, Poland

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