Augmenting analytical CRM strategies with social BI

Beverungen, Daniel, Eggert, Mathias, Voigt, Matthias, & Rosemann, Michael (2013) Augmenting analytical CRM strategies with social BI. International Journal of Business Intelligence Research, 4(3), pp. 32-49.

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Large communities built around social media on the Internet offer an opportunity to augment analytical customer relationship management (CRM) strategies. The purpose of this paper is to provide direction to advance the conceptual design of business intelligence (BI) systems for implementing CRM strategies. After introducing social CRM and social BI as emerging fields of research, the authors match CRM strategies with a re-engineered conceptual data model of Facebook in order to illustrate the strategic value of these data. Subsequently, the authors design a multi-dimensional data model for social BI and demonstrate its applicability by designing management reports in a retail scenario. Building on the service blueprinting framework, the authors propose a structured research agenda for the emerging field of social BI.

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ID Code: 62989
Item Type: Journal Article
Refereed: Yes
Keywords: Business intelligence , Customer relationship management (CRM) strategies, Online social network, Service blueprinting, Social business intelligence
DOI: 10.4018/ijbir.2013070103
ISSN: 1947-3605
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright © 2013 I G I Global
Deposited On: 30 Sep 2013 01:03
Last Modified: 28 Jan 2014 22:03

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