It is also known as One-to-one Customer Engagement Agent Framework. It’s a proposed conceptual model for customer relationship management. Specifically, it is a tracking system to manage library collections and customer information, predict customers’ wants and needs, match them to the collections automatically, recommend to customers and library collection managers as appropriate, and provide decision support for library collection managers in the collection management and customer engagement process.
Published in Chapter:
Customer Relationship Management as an Imperative for Academic Libraries: A Conceptual Model-121 E-Agent Framework
Amanda Xu (New York University, USA) and Sharon Q. Yang (Rider University, USA)
Copyright: © 2015
|Pages: 34
DOI: 10.4018/978-1-4666-6547-7.ch003
Abstract
This chapter proposes a conceptual model, the 121 e-Agent Framework, for Customer Relationship Management (CRM) in academic libraries. Linked data and Semantic Web are the core components of this model. The implementation of the Framework will enable the participating U.S. academic libraries to reach out to their user communities through systematic customer group identification, differentiation, and interaction. The main contributions of the chapter are 1) applying Semantic Web technologies for CRM in academic libraries using the 121 e-Agent Framework, 2) defining the relevance challenges of CRM for academic libraries, 3) adding trust management to the linked data layer with a touch of tagging, categorizing, query log analysis, and social ranking as part of the underlying structure for distributed customer data filtering on the Web in CRM applications, and 4) making the approach extensible to address the challenges of CRM in other fields.