Semantic Representation and Computation of Cloud-Based Customer Relationship Management Solutions

This paper introduces a RDF vocabulary to semantically represent and compute quantitative indexes with the aim of providing a context-aware system to manage Customer Relationship Management CRM quality indicators. This tool is based on CRM Index, tailor made index based on Service Measurement Index to measure cloud CRM solutions. Apart from the tool itself, in the paper the authors introduce categories and attributes defined for the CRM world along with specific metrics.