Customer relationship management approach for MyFamily system: a framework

Kamaruddin, Zaleha and Othman, Roslina and Noordin, Mohamad Fauzan and Ismail , Amelia Ritahani and Zakaria, Noor Azura (2013) Customer relationship management approach for MyFamily system: a framework. Middle-East Journal of Scientific Research, 15 (9). pp. 1249-1254. ISSN 1990-9233

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Abstract

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.

Item Type:	Article (Journal)
Additional Information:	297/31634
Uncontrolled Keywords:	Customer Relationship Management Ontology Information Retrieval Knowledge Management Taxonomy Visualization
Subjects:	T Technology > T Technology (General) > T55.4 Industrial engineering.Management engineering. > T58.5 Information technology
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Ahmad Ibrahim Kulliyyah of Laws Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Library & Information Science Kulliyyah of Information and Communication Technology > Department of Library & Information Science
Depositing User:	Amelia Ritahani Ismail
Date Deposited:	24 Sep 2013 09:47
Last Modified:	24 Sep 2013 09:47
URI:	http://irep.iium.edu.my/id/eprint/31634

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