An Ontology Based Approach for Next Generation Customer Relationship Management Systems

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dc.contributor.authorTiryaki, Ali Murat
dc.contributor.authorAtalay, Muhammet
dc.date.accessioned2025-05-29T05:21:18Z
dc.date.available2025-05-29T05:21:18Z
dc.date.issued2020
dc.departmentÇanakkale Onsekiz Mart Üniversitesi
dc.description.abstractCustomer relationship management - CRM systems aim to increase customer satisfaction and loyalty to the company through actions that can be performed by monitoring and analyzing customer behaviours for companies. In these systems, the data obtained from different sources such as sales process, service, and call center are interpreted by the CRM experts as a whole, and the necessary action is taken for the customer. With the rapid progress in information technologies, the diversity of channels that are used to collect data, the size and dynamism of the data have increased. This situation has made it impossible for experts to wholly interpret big-size data from a wide variety of sources in a short period of time. In the CRM area, there is a need for technologies that automatically integrate the data obtained from several sources and can interpret it semantically. In this study, an ontology-based approach is proposed, which allows automatic semantic interpretations on the data obtained from different sources. Based on the proposed approach, a tool has been developed that can unify data from different CRM systems in a common format and make customer-centric interpretations of this data. The tool continuously monitors the systems it is integrated with, and when it detects the conditions defined by the users on the data, it can automatically perform the actions determined by the users. The tool developed was experienced by integrating a CRM system of a company and the evaluation results obtained in this process were discussed.
dc.identifier.doi10.18100/ijamec.802695
dc.identifier.endpage288
dc.identifier.issn2147-8228
dc.identifier.issn2147-8228
dc.identifier.issue4
dc.identifier.startpage282
dc.identifier.urihttps://doi.org/10.18100/ijamec.802695
dc.identifier.urihttps://hdl.handle.net/20.500.12428/30554
dc.identifier.volume8
dc.language.isoen
dc.publisherİsmail SARITAŞ
dc.relation.ispartofInternational Journal of Applied Mathematics Electronics and Computers
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_DergiPark_20250529
dc.subjectCRM
dc.subjectData integration
dc.subjectModel transformation
dc.subjectOntology engineering
dc.subjectSemantic analysis
dc.titleAn Ontology Based Approach for Next Generation Customer Relationship Management Systems
dc.typeResearch Article

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