Titlebook: Experience Management; Foundations, Develop Ralph Bergmann Book 2002 Springer-Verlag Berlin Heidelberg 2002 Business Process Modeling.Case-

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10. Experience Management for Electronic Commerce,or for achieving customer satisfaction and a good customer relationship. As a consequence customer relationship management (CRM) (Martin 1999; Newell 1999; CRM Forum 1999) and knowledge management (KM) have been recognized as core disciplines with strategic importance for successful future business.

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11. Experience Management for Self-Service and Help-Desk Support,r a complex technical domain that changes over time. This knowledge repository will be used in an organization, by a group of people with varying levels of expertise, in a time-criticalo peration..The HOMER (in German: “HOtline Mit ERfahrung”) system presented in this chapter has been developed as p

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2. Experience Management,by a community rather than which is made by an individual. Experience management does not come for free. It involves changing existing or introducingnew activities at well as IT technology that efficiently supports these activities. In this chapter we introduce in detail a general model of experienc

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3. Representing Experience,ieval and adaptation. On the other hand, the effort required for experience base development and maintenance must be taken into account..As shown in the previous chapter, all knowledge related to experience reuse can be subdivided into the three knowledge containers: vocabulary, experience base, and

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4. Assessing Experience Utility,rience itself. It requires knowledge about the utility of an experience item (or case) in a certain problem solving situation. This kind of knowledge is part of the general reuse-related knowledge in the experience management model (see Sect. 2.1). This chapter deals with various approaches for mode

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