Architectural design of trust based recommendation system in customer relationship management

El Ghoumari Mohammed Yassine, Daif Abderrahmane, Reda Moulouki, Houda Jihal, Mohamed Azzouazi

Abstract


Most Companies are more customer centric than they were before. By adopting this strategy, it made the electronic commerce growing and enhance buyers experience. from the other side, Companies started to explore this customer experience -data generated- to extract knowledge about their customer to be well managed – eCRM - instead of classic customer relationship Management - CRM. Large quantity of Data motivated the companies to look for changes, and ask for more functionality, and this are what influenced software editors to adapt their solutions and implement the power of data. Nowadays, data available – Big Data – put the existing systems and architectures under question and push us to rethink the logical layer to explore this data. Following the data vague, puts a need to reconsider and study the strength of eCRM/CRM existing solutions and architectures.
The main contribution of this paper is to propose architecture built on Trust-Based recommendation able to provide to companies better accuracy, coverage, novelty and diversity during the sales process.

Keywords


CRM, Big Data, e-CRM, Recommendation, Trust, Model

Full Text:

PDF

References


Gartner Group, "CRM Success Is in Strategy and Implementation, Not Software," available at http://www.gartner.com. 2003.

J. Reynolds. A Practical Guide to CRM. New York: CMP Book, 2006

Intro au Social CRM : le grand-frère du Community Management, pix-geeks.com, Fabien Elharrar 2012

Mercator 8ème éditionChapitre 17 le marketing relationnel, Landrevie, Lévy, Lindon pp. : 25

Radcliffe , John, Eight Building Blocks of CRM: A Framework for Success, Gartner research, 2001

S. RezaiianFardoie, M.A SanieeMonfared, A new design architecture for e-CRM systems (Case study: tour package choice in tourism industry), IEEE ICMIT, Proceedings of the 2008, pp.463-468

Janjicek, R., CRM architecture hp, technical white paper, 2005.

M Viljoen, JA Bennett, AD Berndt & CR van Zyl, the use of technology in customer relationship management (crm), Acta Commercii 2005, pp.106-116

Zhang Guozheng*, Chen Yun, Fu Chuan, A Study On The Relation Between Enterprise Competitive Advantage And Crm Based On Data Mining, International Technology And Innovation Conference, 2006, pp.1710-1714

Christos Giannakis-Bompolis, Christina Boutsouki, Customer Relationship Management in the Era of Social Web and Social Customer: An Investigation of Customer Engagement in the Greek Retail Banking Sector, Procedia - Social and Behavioral Sciences, 2014, pp.67-78

M.I. Kramer, ,"Comparing CRM Architectures, How the Architectures of Epiphany’s, Oracle’s, PeopleSoft’s, SAP’s and Siebel’s CRM Product Suites Stack Up against Each Other, Seybold_Comparing CRMArchitetures_Report.pdf, Patricia, Seybold Group, 2003.

David Puglia, Building E-CRM Architecture: Customer, Relationship Portals, 2004.

E. A. Marks and M. Bell, Executive’s Guide to Service-Oriented Architecture

Doug Laney, 3D Data Management: Controlling Data Volume, Velocity, and Variety, Technical Report, 2001.

A. DAIF, The potential and challenges of Big data: Recommendation systems next level application, IJCSI International Journal of Computer Science Issues, Vol 11, pp: 21, 2014

I.A.T.Hashema, I. Yaqooba, N.B.Anuara, S. Mokhtara, A. Gania, S.U.Khanb, The rise of big data on cloud computing: review and open research issues , Inf.Syst.47(2015)98–115.

M. Fazio, A. Celesti, A. Puliafito, M. Villari, Big Data Storage in the Cloud for Smart Environment Monitoring, Elsevier, pp:500-506, 2015

Pietro Colombo, Elena Ferrari, Privacy aware access control for Big Data: A research roadmap, Big Data Research Accepted manuscrit, 2015.

Gema Bello-Orgaz , Jason J. Jung ,∗ , David Camacho, Social big data: Recent achievements and new challenges, Elsevier, pp:20,37, 2015

F. El Jamiy, A. Daif, M. Azouazi, and A. Marzak, “An Effective Storage Mechanism for High Performance Computing ( HPC ),” vol. 6, no. 10, pp. 186–188, 2015.

F. El Jamiy, A. Daif, M. Azouazi, and A. Marzak, “An Optimized File System for High Performance Computing (HPC),” vol. 3, no. 4, pp. 3–5, 2015

Mark Xu, John Walton, (2005),"Gaining customer knowledge through analytical CRM", Industrial Management &Data Systems, Vol. 105 Iss: 7 pp. 955 - 971

J. Bobadilla, F. et al. 2013, “Recommender systems survey ”, Knowledge-Based Systems 46 (2013) 109–132

Deutsch, M. (2006). A framework for thinking about oppression and its change. Social Justice Research19: 7–42

Y. Almutairi (2019). Review Helpfulness Prediction: Survey, Periodicals of Engineering and Natural Sciences

S. Selcuk (2013), Qualıty Management In Logıstıcs Sector: Prıncıples And Practıce, Periodicals Of Engineering And Natural Sciences

A. HIZIROĞLU (2013), A Conceptual Framework of a Cloud-Based Customer Analytics Tool for Retail SMEs, Periodicals Of Engineering And Natural Sciences




DOI: http://dx.doi.org/10.21533/pen.v6i2.539

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 EL GHOUMARI MOHAMMED YASSINE, Daif Abderrahmane, Reda Moulouki, Houda Jihal, Mohamed Azzouazi

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

ISSN: 2303-4521

Digital Object Identifier DOI: 10.21533/pen

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License