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Title:
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BUILDING AN EMPLOYEE-DRIVEN CRM ONTOLOGY |
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Author(s):
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Céline Van Damme , Stijn Christiaens , Eddy Vandijck |
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ISBN:
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978-972-8924-35-5 |
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Editors:
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Piet Kommers (series editors: Piet Kommers, Pedro Isaías and Nian-Shing Chen) |
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Year:
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2007 |
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Edition:
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Single |
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Keywords:
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Ontology, Folksonomy, CRM, Visual approach |
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Type:
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Short Paper |
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First Page:
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330 |
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Last Page:
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334 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The information overload in today's web and information systems has a negative impact on the information retrieval
process. Most information is stored in an unstructured format, as is the case of valuable customer information in CRM
systems. A CRM domain ontology can help in overcoming the problem of unsatisfying search results and ameliorate the
customer knowledge creation process. We present an integrated visual approach, where the users themselves can take
part in the ontology creation process. In this three-phase approach, we support the users in the process of adding extra
information to their content. Our approach is based on an employonomy, a folksonomy created by the employees, text
mining and user feedback. |
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