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.

View at publisher

Abstract

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.

Impact and interest:

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

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

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page