Social CRM: A Literature Review Based on Keywords Network Analysis

Lobato, Fábio Manoel França; Junior, Jorge L. F. Silva; Jacob, Antônio F. L.; Cardoso, Diego Lisboa

doi:10.1007/978-3-030-61146-0_19

Cited by 4 publications

(2 citation statements)

References 23 publications

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“…The massive production of user-generated content is seen as a powerful resource of information about customer behavior, which enables the innovation of existing approaches. This has led to the emergence of a concept known as social CRM (Junior et al, 2020;Chovanová Supeková et al, 2023). Social customer relationship management is a new paradigm in the e-business environment.…”

Section: Entrepreneurship and Sustainability Issuesmentioning

confidence: 99%

Design and implementation of a CRM system to optimize business processes of a trading company

Kučera,

Cmuntová

2023

JESI

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This paper aimed to formulate recommendations for implementing CRM systems for trading companies in the small and mediumsized enterprise segment. A content analysis of current documents was used to analyze the types and forms of CRM systems used in these companies. The essential functions a CRM system must contain were identified through structured interviews. The central part of the paper deals with the development and implementation of the CRM system. The current system was analyzed using the HOS 8 method, and its effectiveness was described. The results show that the system could be more efficient and balanced; based on these findings, it was decided to implement a new CRM system. The HOS 8 method was followed by a GAP analysis, which compares the current state of the CRM system with the expected (desired) state. Using the GAP analysis, the process of implementing the CRM system was carried out. The results of this work can be mainly used in trading companies with frequent and continuous contact with customers. However, the above analysis and procedures can also be applied to other types of firms. There are opportunities for further research in modern CRM systems such as automation, digitalization, and Artificial Intelligence. These areas will bring added value to firms and increase their competitiveness.

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Section: Entrepreneurship and Sustainability Issuesmentioning

confidence: 99%

Design and implementation of a CRM system to optimize business processes of a trading company

Kučera,

Cmuntová

2023

JESI

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“…Dessa forma, é necessário a capacitac ¸ão de profissionais que acompanham as tendências e que estejam aptos às novas demandas. Neste contexto, surge o conceito de Social Customer Relationship management (CRM), ou Social CRM, que pode ser definido como uma integrac ¸ão do CRM tradicional com as emergentes mídias sociais para engajar os clientes em uma conversa colaborativa com objetivo de melhorar o relacionamento com o consumidor [Lobato et al 2020].…”

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Panorama do mercado no Social CRM: uma análise dos anúncios de emprego

Menezes,

Justino,

Barata

et al. 2023

Anais Da III Escola Regional De Alto Desempenho Norte 2 E III Escola Regional De Aprendizado De Máquina E Inteligência Artifici

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Com o surgimento das mídias sociais, o CRM tradicional evoluiu para o Social CRM, integrando a nova forma de interação para a gerenciamento do relacionamento com o cliente. Dessa forma, surge a necessidade de acompanhar o ritmo de mercado e identificar os elementos-chave para ingressar nessa área. O objetivo desse trabalho consiste em aplicar as técnicas de mineração de texto nas vagas de emprego online relacionadas ao Social CRM, com foco na identificação dos domínios do conhecimento e o conjunto de habilidades necessárias. A análise forneceu um conjunto de competências tecnológicas e os conhecimentos necessários. Nesse sentido, esse trabalho auxilia os candidatos e empregadores a identificarem as principais necessidades do setor.

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