Customer relationship management approach for MyFamily system: a framework
CRM is an approach that is widely utilized by companies to increase the customer values and normally, it is adopted by business-oriented companies. There are various studies on the CRM which focused on developing customer-centric systems and strategies. Besides the business-oriented system, there...
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| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
IDOSI Publications
2013
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/31634/1/Customer_Relationship_Management_Approach_for_MyFamily_System.pdf http://irep.iium.edu.my/31634/ http://www.idosi.org/mejsr/mejsr15%289%2913/8.pdf |
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| Institution: | Universiti Islam Antarabangsa Malaysia |
| Language: | English |
| Summary: | CRM is an approach that is widely utilized by companies to increase the customer values and
normally, it is adopted by business-oriented companies. There are various studies on the CRM which focused
on developing customer-centric systems and strategies. Besides the business-oriented system, there is a need
to develop a social-oriented system which can expand the customer relationship between the customer, experts
and organization. Thus, in this paper, we describe the framework of the MyFamily system which is a socialoriented
system with the aim to strengthen the family relationship. The system offers specific information and
experts’ consultation for users as options to solve their family problems or issues. Besides the content being
complemented with some personal touch, the system will also be integrated with approaches in knowledge
management, information retrieval, ontology, taxonomy and visualization in order to enhance the delivery of
experts’ consultation. This will certainly provide a new direction of the CRM approach that emphasizes on the
social-oriented system. |
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