Ubiquitous Customer Relationship Management (uCRM)

摘要

The U-commerce service is "context-aware," and it focuses more on actively sensing different customer's roles through both time and location specificity [1] [2]. In U-commerce environment, we can make decisions proac-tively and intelligently by automatically detecting users' contextual data such as time, identity, location, entity. Context-aware technology can provide personalization services that reference the user's context and preferences. Proactive service and high personalization will enable a great number of improvements in the current CRM processes and open a new area of customer satisfaction. uCRM must pay due regard to 'context-aware' characteristics of U-commerce. In this paper, we define the term "context" and "context-aware computing." In addition, we suggest a practical framework of uCRM as equipped with context data warehouse correspondingly.