Automated web services for CRM and market research

Tommy Tang, Andy Kung and Siu-wai Leung

This article describes possible uses of technical web service standards in customer relationship management (CRM) and market research (MR).

Automated Web Services For Customer Relationship Management And Market Research

Siuwai LeungUniversity of EdinburghAndy KungThe Prudential Assurance Company andTommy TangACORN (Market Research)

INTRODUCTION

Worldwide Web (WWW) has become a common platform for communication and collaboration in business services. Technologies and applications based on WWW are ever improving. Customer relationship management (CRM) and market research (MR) professionals use web technologies such as web content management systems, intelligent questionnaires (Lamb and Fairgrieve, 2000; Jenkins and Solomonides, 1999), data mining, data visualization, computerassisted verbatim text coding (Leung and Yeh, 1997), web surveys (Leung et al, 1997), web...

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