Depicted in Fig. 4, the Customer Information Management
comprises 5 functions, including:
1. Customer Hierarchy and Group Management
2. Customer Interaction Collection and Storage
3. Customer Profile Management
4. Customer Subscription Management
5. Customer Credit Management
Where function 1 and 3 describe the information that can be
obtained from many social media, provided by the customer
itself. Gathering this type of information can be categorized
into web mining, where a machine crawl the information and
build a customer hierarchy and its profile.