Research on Intelligent Learning Strategy for CBR-based Knowledge-enabled Customer Relationship Management
Supply chain demands the realization of inter-enterprise intelligent collaboration. This paper introduces Case-Based Reasoning (CBR) into the Customer Relationship Management (CRM) system in the supply chain. Taking CRM, Knowledge Management (KM), Human Resource Development (HRD) activities of internal enterprise and inter-enterprise in the supply chain into consideration, this paper discusses the generating flow of CBR-based Knowledge-enabled Customer Relationship Management (KCRM) intelligent learning solution. According to the customer heterogeneity in basic information such as sex, age and nationality as well as the customer heterogeneity in training characteristics information such as industry experience, knowledge level and training preferences, this paper puts forward intelligent learning solution of expert heterogeneity about knowledge deviation, learning content, learning scheme, learning path, learning style, together with case representation method and application example.
Case-Based Reasoning (CBR) Knowledge-enabled Customer Relationship Management (KCRM) Human Resource Development (HRD) heterogeneity intelligent learning
Yan Qin Dan Mu
Department of Information Technology and Business Management, Neusoft Institue of Information, Dalian 116023, China
国际会议
第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)
武汉
英文
2628-2633
2009-05-30（万方平台首次上网日期，不代表论文的发表时间）