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Proceedings Paper

The ontology model of frontCRM framework
Author(s): Eko K. Budiardjo; Wira Perdana; Felicia Franshisca
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Paper Abstract

Adoption and implementation of Customer Relationship Management (CRM) is not merely a technological installation, but the emphasis is more on the application of customer-centric philosophy and culture as a whole. CRM must begin at the level of business strategy, the only level that thorough organizational changes are possible to be done. Changes agenda can be directed to each departmental plans, and supported by information technology. Work processes related to CRM concept include marketing, sales, and services. FrontCRM is developed as framework to guide in identifying business processes related to CRM in which based on the concept of strategic planning approach. This leads to processes and practices identification in every process area related to marketing, sales, and services. The Ontology model presented on this paper by means serves as tools to avoid framework misunderstanding, to define practices systematically within process area and to find CRM software features related to those practices.

Paper Details

Date Published: 20 March 2013
PDF: 5 pages
Proc. SPIE 8768, International Conference on Graphic and Image Processing (ICGIP 2012), 87685R (20 March 2013); doi: 10.1117/12.2012272
Show Author Affiliations
Eko K. Budiardjo, Univ. of Indonesia (Indonesia)
Wira Perdana, Univ. of Indonesia (Indonesia)
Felicia Franshisca, Univ. of Indonesia (Indonesia)

Published in SPIE Proceedings Vol. 8768:
International Conference on Graphic and Image Processing (ICGIP 2012)
Zeng Zhu, Editor(s)

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