Personalization management systems

Abstract

Personalization management systems represent one of the most promising advances in IT and are experiencing widespread adoption in application areas such as customer relationship management, e-commerce interaction and intimacy, and employee development and training. Personalization is concerned with building a closer relationship and understanding the needs of individuals or groups of customers, whether on the Internet or not. IDC Corp. forecasts a 212% annual average growth in personalization applications over the next decade. This minitrack includes all aspects of the personalization management systems life cycle, including technologies and development. This would include the conceptualization of personalization management systems and their associated constructs, proposed designs and infrastructures, empirical validation of personalization models, and case studies illustrating personalization success and failures. Some key topics include (1) building customer relationships, (2) gathering and analyzing transaction data, and (3) customer/employee education and learning systems.