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Enhancing Customer Relationship Management using Enterprise Information Integration with Topic Maps

Paper, was published by Jenny Müller, Arnim Bleier, Benjamin Bock, Manfred Kirchgeorg, and Lutz Maicher at 2009-08-21

This paper will explore how the basis for an effective and efficient CRM can be provided by Topic Maps.

External Link: download paper

In most companies the landscape of used computer software is very heterogeneous; this causes a need for data integration. This is especially difficult to achieve for small and mid-sized enterprises, as they face the problem of relatively high costs for the existing standard solutions spread only on a small scale. Open standards can be a solution for that. In this context, terms such as RDF, OWL and SPARQL tend to be heavily stressed whenever knowledge integration and data management is addressed; only very few works on the use of Topic Maps have been published. In this paper it will be explored on an example of Customer Relationship Management how the basis for an effective and efficient Customer Relationship Management can be provided by the technology of Topic Maps and how the technology works.


Müller, J; Bleier, A.; Bock, B.; Kirchgeorg, M,; Maicher, L.: Enhancing Customer Relationship Management using Enterprise Information Integration with Topic Maps. In: Proceedings of the 9th WSEAS International Conference on APPLIED INFORMATICS AND COMMUNICATIONS (AIC ’09), pp. 151-155 (2009)


Benjamin Bock



Benjamin is project leader of Ruby Topic Maps and rtm-tmql.

Manfred Kirchgeorg

No contact information available. 


Manfred is author of Enhancing Customer.. .

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As a former information scientist, I am fascinated since 1999 by the capabilities for building Topic Maps-based knowledge systems having the potential to augment human mind. One can model arbitrary knowledge organization systems, deal with semantic heterogeneity, collocate all facts about one subject in one logical place, and with TMQL have semantic retrieval on federated semantic networks. Therefore I expect bright prospects for business concepts building on the exchange of such knowledge snippets via semantic knowledge services.

Alexander Sigel
Topic Maps Lab auf der Cebit 2011

Graduate from the Topic Maps Lab