A System Architecture for Integrating User Activities in Social Networks with Customer Relationship Management

Item Type Conference or Workshop Item (Paper)

Companies have long recognised that their participation in social networks is expected by existing and new potential customers, who request support, provide feedback to products they own, post complaints and exchange views about the company, for example. Information systems are required for identifying relevant user activities that must be dealt with in a given time. Therefore, existing social media tools provide analytical functions. The integration of these tools and/or social networks directly with Customer Relationship Management (CRM) systems, however, is still sparse. We propose a system architecture for integrating user activities in social networks with CRM, which describes eight subsystems and serves as a construction plan to implement an integration software. The research follows the process of a design science research and includes proposed components of related system models from existing literature. Parts of the architecture have been evaluated in the context of a software-prototype that creates opportunity-tickets based on new posts, and thereby triggers the lead management process of a consulting company.

Authors Rosenberger, Marcel; Lehrer, Christiane & Jung, Reinhard
Editors Nissen, Volker; Stelzer, Dirk; Straßburger, Steffen & Fischer, Daniel
Research Team IWI5, Competence Center Social CRM
Language English
Subjects information management
HSG Classification contribution to scientific community
HSG Profile Area SoM - Business Innovation
Refereed Yes
Date 2016
Publisher Universitätsverlag Ilmenau
Place of Publication Ilmenau
Volume Bd. 2
Page Range 1179-1190
Title of Book Multikonferenz Wirtschaftsinformatik (MKWI) 2016
Event Title Multikonferenz Wirtschaftsinformatik (MKWI) 2016
Event Location Illmenau
Event Dates 09.-11.03.2016
ISBN 978-3-86360-132-4
Depositing User Prof. Dr. Christiane Lehrer
Date Deposited 15 Mar 2016 10:30
Last Modified 27 Apr 2017 13:46
URI: https://www.alexandria.unisg.ch/publications/247954


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Rosenberger, Marcel; Lehrer, Christiane & Jung, Reinhard: A System Architecture for Integrating User Activities in Social Networks with Customer Relationship Management. 2016. - Multikonferenz Wirtschaftsinformatik (MKWI) 2016. - Illmenau.


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