Exploding Web 3.0 and Web 2.0 for Sales Processes Definition

Exploding Web 3.0 and Web 2.0 for Sales Processes Definition

José Luis López-Cuadrado (Universidad Carlos III de Madrid, Spain), Israel González-Carrasco (Universidad Carlos III de Madrid, Spain), Ángel García-Crespo (Universidad Carlos III de Madrid, Spain) and Belén Ruiz-Mezcua (Universidad Carlos III de Madrid, Spain)
DOI: 10.4018/978-1-4666-4153-2.ch055
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The evolution of Web 2.0 and Web 3.0 technologies has lead to a new way of Customer Relationship Management. Web 2.0 provides communication and collaboration elements that can improve on the one hand the quality of the relationships with customers and, on the other hand, the collaboration among the members of the company. Web 3.0 provides semantic information for the knowledge available, as well as shared vocabularies by means of ontologies. In this chapter the main trends and implications of these technologies are summarized. Taking into account the characteristics of social and semantic technologies, a new architecture is proposed in order to facilitate the communication among customers and sales experts. Furthermore a framework for automating sales processes based in the collaborative knowledge representation collected by the experts and, if required, the customers is presented. The proposed framework goes beyond a single recommender system or a social tool. Its aim is to cover the issues related to the necessity of integrate the customer in the overall sales process, exploiting the mentioned advantages of these new Web technologies.
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Customer Relationship Management (Crm)

One of the most recurrent questions that appear in the researches focused on this domain is “What is CRM?” The definitions and descriptions of CRM that different authors and authorities use vary considerably, signifying a variety of CRM viewpoints. In this sense, there are several definitions of CRM in the literature and sometimes it is probably easier to say what CRM is not.

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