Personalized customer service management for networked enterprises

Since members of networked enterprises have to intensively cooperate, interoperability between them is of a highest importance. Proposed generic pattern of this organisational form made it possible to apply customer service management mechanism to this area. The paper describes a related to personalized customer service management part of the developed by the authors approach to knowledge logistics and its implementation as a CSM system for an industrial company. Presented personalized customer support is based on application of profiling and grouping techniques for better recognition of customer requests given in a free text form. A common shared ontology is used for terminology description and providing for interoperability between different companies - members of the networked enterprise. The paper omits technical details presented in other publications (the appropriate references are given) and discusses major principles of the approach and implementation of them.