Joao & Pedro 
Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus [PDF ebook] 

The ever-growing influence of the Internet has caused a paradigm shift in relationships between customers and companies. New types of interaction introduced by Web 1.0 have undergone a dramatic change in quantity and quality with the advent of Web 2.0. Web 3.0, better known as the Semantic Web, will also significantly impact how companies understand Customer Relationship Management (CRM). Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus provides an overview of the field of the Semantic Web, social Web, and CRM by uniting various research studies from different subfields. Providing a forum for the exchange of research ideas and practices, this book is a reference convergence point for professionals, managers, and researchers in the CRM field together with IT professionals. It also aims to explore the opportunities and challenges confronting organizations in the light of customers in Web 2.0 by using new technologies, including semantic technologies (Web 3.0).