A CRM Process Model for Agent-Based Simulation

To simulate the value generated by information and communication technologies, there is a need to design a suitable model. This article focuses on the little-used technology of ontologies, particularly Business Model Ontologies. Ontologies allow the representation of very abstract concepts, such as Business Models. The concept consists of four pillars, one of which, the “customer interface” is related to Customer Relationship Management (CRM). This paper proposes a modeling approach and a generic CRM model for the simulation of the value generated by information and communication technologies. The model must have a sufficient level of accuracy to achieve meaningful and helpful results, while maintaining a sufficiently generic level of abstraction to allow rapid implementation.