CRM Ontology Based on CMMI Project Planning for Business Applications

This paper proposes a customer relationship management (CRM) Ontology based on CMMI project planning for business application. The CRM ontology describes the CRM project planning knowledge based on CMMI. It contains three categories, including establishing CRM project estimates, developing CRM project plan, and obtaining CRM project commitment. There are various concepts in the class layer and some instances in the instances layer defined in the ontology. The proposed ontology can be applied to construct an intelligent CRM system based on CMMI project planning for business applications.