Data Management

Applying OWL to Build Ontology for Customer Knowledge Management

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Executive Summary

With the progress of economic globalization and the coming of knowledge economy, the environmental uncertainty has changed from one that is primarily local in focus to one that encompasses regional and international forces, thus exerting great threaten on enterprises. Numerous papers and practices have shown that ongoing efforts to meet customers' needs are critical and customers have thus become valuable resources grabbed by enterprises. It is argued that "Customer Relationship Management (CRM) in the global and digital economy has forced organizations to rethink the ways in which they build relationships with a broadened customer base".

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