Social CRM Analytics Challenges
Margarida Almeida Marques 1 * , Carlos J. Costa 1
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1 ADVANCE /CSG, ISEG (Lisbon School of Economics & Management), Universidade de Lisboa, PORTUGAL
* Corresponding Author

Abstract

Social Customer Relationship Management (Social CRM) is an emerging concept that integrates traditional CRM and social networks, influenced by Web 2.0, to provide benefits for both organizations and customers. This paper aims to give a review of the existing literature on Social CRM, seeking later to develop a solution that helps to understand all the data that flow in a Social CRM system and that can help us to focus on a better strategy.

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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

Article Type: Research Article

https://doi.org/10.29333/jisem/6349

J INFORM SYSTEMS ENG, 2019 - Volume 4 Issue 4, Article No: em0105

Publication date: 07 Dec 2019

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Article Downloads: 378

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