Return on Investment in Linking Content to CRM by Applying the Linked Data Stack

Hladky, Daniel; Валентиновна, Мальцева Светлана; Dmitriy, Ogorodniychuk; Drobyazko, Grigory; Voigt, Martin; Grange, Jon Jay Le

doi:10.1007/978-3-319-11716-4_7

Cited by 1 publication

(3 citation statements)

References 9 publications

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“…XML 7 (Osterwalder and Pigneur, 2002), (Gottgtroy and Gottgtroy, 2003), (Jarrar et al, 2003), (Osterwalder and Pigneur, 2003), (Caliusco et al, 2004), (Smirnov et al, 2005), (Cao et al, 2011) RDF/RDFS 22 (Jarrar et al, 2003), (Caliusco et al, 2004), (Baida et al, 2005), (Damme et al, 2007), (Lee et al, 2007), (Hepp, 2008), (Cao et al, 2011), (Ardito et al, 2011), (Liang et al, 2011), (Razmerita, 2011), (Wu, 2012), (Yılmaz and Alptekin, 2013), (Hladky and Maltseva, 2013), (Hladky et al, 2014), (Thakor and Sasi, 2015), (Alfrjani et al, 2016), (Bassiliades et al, 2018), (Haav and Maigre, 2018), (Kudryavtsev et al, 2020), (Ali et al, 2020), (Fensel et al, 2020), (Blankenberg et al, 2022) OWL 31 (Caliusco et al, 2004), (Lee et al, 2007), (Goy et al, 2008), (Hepp, 2008), (Frasincar et al, 2009), , (Yan and Zha, 2010), (Picot-Clémente et al, 2010), (Cao et al, 2011),…”

Section: Semantic Web Technologies Count Of Publications Publicationsmentioning

confidence: 99%

“…(Picot-Clémente et al, 2010), (Hladky et al, 2014), (Alfrjani et al, 2016), (Bassiliades et al, 2018), (Fensel et al, 2020) SWRL 4…”

Section: Semantic Web Technologies Count Of Publications Publicationsunclassified

“…Improved pricing 1 (Wang and Zhou, 2014) Improved sales force efficiency and effectiveness 1 (Hladky et al, 2014) Improved products and services 2 (Alfrjani et al, 2016), (Ali et al, 2020) Innovative products and services 1 (Kudryavtsev et al, 2020) Customer complaint management 2 (Jarrar et al, 2003), (Thakor and Sasi, 2015) Customer segmentation 1 (Yılmaz and Alptekin, 2013) Supporting users of CRM systems 11 (Osterwalder and Pigneur, 2002), (Gottgtroy and Gottgtroy, 2003), (Osterwalder and Pigneur, 2003), (Caliusco et al, 2004), (Damme et al, 2007), (Yan and Zha, 2010), , (Wu, 2012), (Tiryaki and Atalay, 2020), (Blankenberg et al, 2022), (Fernández-Cejas et al, 2022) Supporting CRM projects 1 (Lee et al, 2007) Integration of information in a CRM system 2 (Hladky and Maltseva, 2013), (Tiryaki and Atalay, 2020) Description of business processes 2 (Goy et al, 2008), (Magro and Goy, 2012) Personalization of business processes 1 (Liang et al, 2011) Social branding 1 (Zailskaitė-Jakštė and Damaševičius, 2014) From the data represented in Table 4, it can be concluded that each of the listed CRM benefits B1-B8 is addressed in at least one study selected for the systematic literature review.…”

Section: Benefits For Crm Count Of Publications Publicationsmentioning

confidence: 99%

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Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

Georgieva-Trifonova,

Petrov,

Milev

2023

BRAIN

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The purpose of the present paper is to summarize the current state of the existing research on the application of Semantic web technologies in supporting customer relationship management. Its achievement includes providing answers to a set of research questions as a result of conducting a systematic literature review. A total of 44 scientific publications are identified as relevant to the topic and included in the review. Information is extracted from the selected literature sources, which is then summarized, systemized and analyzed according to the predefined research questions and finally reported. The conducted systematic literature review determines that the development of Semantic web technologies is provoked interest among researchers, as a result of which the advantages of using them for descriptions useful for various CRM purposes are investigated and practically confirmed. In addition to defining semantic models for descriptions supporting a variety of CRM activities and processes (such as customized products and services; supporting users of CRM systems; integrated offerings across channels; improved and innovative products and services; customer complaint management, etc.), various research works identify new approaches to support CRM, that can be achieved through the application of appropriate Semantic web technologies. The detailed study represented in this paper contributes to familiarization with the existing experience in the application of Semantic web technologies in supporting customer relationship management, as well as facilitates the discovery of trends and directions for future research. This is the reason for the expected interest from scientists whose research area cover the considered and similar fields; software engineers implementing CRM systems; data analysts exploring CRM domain.

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Section: Semantic Web Technologies Count Of Publications Publicationsmentioning

confidence: 99%

“…(Picot-Clémente et al, 2010), (Hladky et al, 2014), (Alfrjani et al, 2016), (Bassiliades et al, 2018), (Fensel et al, 2020) SWRL 4…”

Section: Semantic Web Technologies Count Of Publications Publicationsunclassified

Section: Benefits For Crm Count Of Publications Publicationsmentioning

confidence: 99%

See 1 more Smart Citation

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

Georgieva-Trifonova,

Petrov,

Milev

2023

BRAIN

View full text Add to dashboard Cite

show abstract

Return on Investment in Linking Content to CRM by Applying the Linked Data Stack

Cited by 1 publication

References 9 publications

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

Application of Semantic Web Technologies for Supporting Customer Relationship Management: a Systematic Literature Review

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