Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus

Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus

Ricardo Colomo-Palacios (Østfold University College, Norway), João Varajão (University of Trás-os-Montes e Alto Douro, Portugal) and Pedro Soto-Acosta (University of Murcia, Spain)
Release Date: August, 2011|Copyright: © 2012 |Pages: 360
DOI: 10.4018/978-1-61350-044-6
ISBN13: 9781613500446|ISBN10: 1613500440|EISBN13: 9781613500453
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Description & Coverage
Description:

The ever-growing influence of the Internet has caused a paradigm shift in relationships between customers and companies. New types of interaction introduced by Web 1.0 have undergone a dramatic change in quantity and quality with the advent of Web 2.0. Web 3.0, better known as the Semantic Web, will also significantly impact how companies understand Customer Relationship Management (CRM).

Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus provides an overview of the field of the Semantic Web, social Web, and CRM by uniting various research studies from different subfields. Providing a forum for the exchange of research ideas and practices, this book is a reference convergence point for professionals, managers, and researchers in the CRM field together with IT professionals. It also aims to explore the opportunities and challenges confronting organizations in the light of customers in Web 2.0 by using new technologies, including semantic technologies (Web 3.0).

Coverage:

The many academic areas covered in this publication include, but are not limited to:

  • CRM and Collective Intelligence
  • CRM and E-Government
  • CRM for Academic Libraries
  • Knowledge discovery in databases
  • Knowledge-Driven Customer Support Services
  • Recommender System Design
  • Sales force automation
  • Semantic Web Applications and SMEs
  • Sentiment Analysis
  • Social Network Analysis
Reviews & Statements

The main objective of this book is to provide an overview of the field of the Semantic Web, social Web, and CRM by bringing together various research studies from different subfields. In addition, this book seeks to provide evidence about the increasing influence of the social and Semantic Web within the CRM environments. To achieve these objectives, a broad inter-disciplinary contribution to the literature in this area is accomplished in the form of eighteen book chapters, treating various issues around the topic of the book the Semantic Web, the social Web, and CRM. [...] Cliens Conexus is as an adaptation of the Homo Conexus term coined by Fallows (2006). This new term refers to a customer that uses technology and the social Web to express clearly their preferences. Thus, let's learn how to listen to them. Let's work out how to understand them. Let's know our customers better.

– Ricardo Colomo-Palacios, Universidad Carlos III de Madrid, Spain; João Varajão, University of Trás-os-Montes e Alto Douro, Portugal; and Pedro Soto-Acosta, University of Murcia, Spain
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Editor/Author Biographies
Ricardo Colomo-Palacios, Full Professor at the Computer Science Department of the Østfold University College, Norway . Formerly he worked at Universidad Carlos III de Madrid, Spain. His research interests include applied research in Information Systems, software project management, people in software projects and social and Semantic Web. He received his PhD in Computer Science from the Universidad Politécnica of Madrid (2005). He also holds a MBA from the Instituto de Empresa (2002). He has been working as Software Engineer, Project Manager and Software Engineering Consultant in several companies including Spanish IT leader INDRA. He is also an Editorial Board Member and Associate Editor for several international journals and conferences and Editor in Chief of International Journal of Human Capital and Information Technology Professionals.
João Varajão is professor at the Department of Engineering of the University of Trás-os-Montes e Alto Douro, where he teaches undergraduate and postgraduate courses on Information Systems management, project management and software engineering. He also supervises several Msc and PhD projects in the domain of Information Systems management, Information Systems outsourcing and e-business. He earned his PhD and MSc from the University of Minho. His scientific interests include Information Systems management, chief Information Systems profession, enterprise Information Systems and project management. He has over 200 publications, including books, book chapters, refereed publications and communications at international conferences. He serves as associate editor and member of editorial board for international journals and has served in several scientific committees of international conferences. He is founder and co-chair of CENTERIS – Conference on ENTERprise Information Systems.
Pedro Soto-Acosta is an Associate Professor of Management at the University of Murcia (Spain). He holds a PhD in Management Information Systems (MISs) and a Master’s degree in Technology Management from the University of Murcia. He received his BA in Accounting and Finance from the Manchester Metropolitan University (UK) and his BA in Business Administration from the University of Murcia. He attended postgraduate courses at Harvard University (USA). His work has been published in journals such as the European Journal of Information Systems, the International Journal of Information Management, the Information Systems Management, and the Journal of Enterprise Information Management, among others. He is also an Editorial Board Member and Associate Editor for several international journals and Chairman of various international conferences.
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Editorial Advisory Board
  • Luis Amaral, University of Minho, Portugal
  • Vitor Basto, Polytechnic Institute of Leiria, Portugal
  • Cristina Casado-Lumbreras, Karakorum Servicios Profesionales, Spain
  • Manuela Cunha, Polytechnic Institute of Cávado and Ave, Portugal
  • Ernesto Díaz-Avilés, L3S Research Center - University of Hannover, Germany
  • Caroline Dominguez, University of Trás-os-Montes e Alto Douro, Portugal
  • Riyad Eid, Wolverhampton Business School, UK
  • Fernando Ferreira, Polytechnic Institute of Santarém, Portugal
  • Benjamim Fonseca, University of Trás-os-Montes e Alto Douro, Portugal
  • Ángel García-Crespo, Universidad Carlos III de Madrid, Spain
  • Francisco J. García-Peñalvo, Universidad de Salamanca, Spain
  • Ray Hackney, Brunel University, UK
  • Przemyslaw Kazienko, Wroclaw University of Technology, Poland
  • Habin Lee, Brunel University, UK
  • Nuria López-Mielgo, University of Oviedo, Spain
  • Miltiadis D. Lytras, The American College of Greece, Greece
  • Isabel Martínez-Conesa, University of Murcia, Spain
  • Tokuro Matuso, Yamagata University, Japan
  • Alok Mishra, Atilim University, Turkey
  • Leonel Morgado, University of Trás-os-Montes e Alto Douro, Portugal
  • Fernando Paniagua-Martín, Universidad Carlos III de Madrid, Spain
  • Ismael Rivera, Digital Enterprise Research Institute, Ireland
  • Meir Russ, University of Wisconsin Green Bay, USA
  • Enric Serradell-López, Open University of Catalonia, Spain
  • Pedro J. Serrano-Jiménez, Universidad Carlos III de Madrid, Spain
  • Paulo Tomé, Polytechnic Institute of Viseu, Portugal
  • Edmundo Tovar-Caro, Universidad Politécnica de Madrid, Spain
  • Gerry Urwin, Coventry University, UK
  • Abel Usoro, University of Paisley, UK