Research on Customer Relationship Management in Software Industry Based on Multi-Agent

DOI

10.2991/emcs-15.2015.168How to use a DOI?

Keywords

Software industry; Customer relationship management; Agent technology; Multi-agent; Data analysis

Abstract

Currently many scholars and practitioners have studied the customer relationship management (CRM) theory, CRM has become a hot academic research. But for the software industry, research in this area is clearly insufficient. In order to meet the software industry on the need for intelligent analysis of customer relationships, to improve customer service quality, we analyzed the characteristics and needs of software companies’ CRM system, used the multi-Agent technology and combined with CRM concepts, analyzed the software industry CRM system data features and system requirements, proposed the system framework of CRM in software industry based on Multi-Agent. Software companies can use this framework to build an effective customer relationship management system to achieve the marketing strategies and initiatively provide customers with personalized service, bring up the capabilities to improve customer satisfaction. In this study, we only studied the software industry CRM system, and we hope our study will bring some practical value to help China's software industry to improve their CRM work.

Copyright

© 2015, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Hui Jiang
AU  - Yuanyuan Zhang
PY  - 2015/01
DA  - 2015/01
TI  - Research on Customer Relationship Management in Software Industry Based on Multi-Agent
BT  - Proceedings of the International Conference on Education, Management, Commerce and Society
PB  - Atlantis Press
SP  - 818
EP  - 822
SN  - 2352-5398
UR  - https://doi.org/10.2991/emcs-15.2015.168
DO  - 10.2991/emcs-15.2015.168
ID  - Jiang2015/01
ER  -