This paper presents some results of an ongoing ontological analysis of the CRM field. In particular, it describes a fragment of O-CREAM, an ontology for CRM based on DOLCE and on other three DOLCE-based modules, i.e. DnS (for the representation of roles and for handling reification), OIO (for modeling information objects, the key concept for representing business knowledge), and OoP (whose notions are used to express the derivation of new business knowledge). Since the business knowledge plays a major role within CRM activities, a significant fragment of O-CREAM is devoted to the formal characterization of notions related to business knowledge; such a fragment is the focus of this paper.

The business knowledge for customer relationship management: an ontological perspective

MAGRO, Diego;GOY, Annamaria
2008

Abstract

This paper presents some results of an ongoing ontological analysis of the CRM field. In particular, it describes a fragment of O-CREAM, an ontology for CRM based on DOLCE and on other three DOLCE-based modules, i.e. DnS (for the representation of roles and for handling reification), OIO (for modeling information objects, the key concept for representing business knowledge), and OoP (whose notions are used to express the derivation of new business knowledge). Since the business knowledge plays a major role within CRM activities, a significant fragment of O-CREAM is devoted to the formal characterization of notions related to business knowledge; such a fragment is the focus of this paper.
First International Workshop on Ontology-supported Business Intelligence (OBI2008)
Karlsruhe
27 ottobre 2008
Proceedings of the First International Workshop on Ontology-supported Business Intelligence (OBI2008), ACM International Conference Proceedings Series
ACM Press
Vol. 308
N/A
N/A
9781605582191
http://portal.acm.org/toc.cfm?id=1452567&coll=GUIDE&dl=GUIDE&type=proceeding&idx=SERIES10714&part=series&WantType=Proceedings&title=AICPS&CFID=79818536&CFTOKEN=38383176
customer relationship; enterprise ontology; management
Magro, Diego; Goy, Annamaria
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Utilizza questo identificativo per citare o creare un link a questo documento: http://hdl.handle.net/2318/58709
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