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Social CRM Tools: A Systematic Mapping Study

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 394))

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Abstract

The evolution of Web 2.0 has allowed the development and success of social media, which has brought about drastic changes in how people interact in the online environment. One of the phenomena related to this fact is the massive production of user-generated content that is seen as a powerful data source on customer behavior. These data allowed innovation in existing approaches such as Customer Relationship Management (CRM), which led to a concept known as Social CRM. This concept aims to use and integrate information from social media and traditional CRM systems through IT tools, to improve the reliability of results, and to provide new types of analysis. Social CRM tools, however, has different challenges and limitations concerning their analytical potential. Given this gap, this paper explores the current tools used for Social CRM through a systematic mapping study.

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Acknowledgments:

The authors gratefully acknowledge the financial support of this research by the German Academic Exchange Service (DAAD) within the project Social Customer Relationship Management as Specialization Subject in Brazilian Universities, the Maranhão Foundation for the Protection of Research and Scientific and Technological Development (FAPEMA), and the National Scientific and Technological Development Council (CNPq).

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Authors and Affiliations

  1. Engineering and Geoscience Institute, Federal University of Western Pará (UFOPA), Santarém, Brazil

    Jorge L. F. Silva Junior & Fábio M. F. Lobato

  2. Social CRM Research Center (SCRC), Leipzig, Germany

    Jorge L. F. Silva Junior, Julio Viana, Olaf Reinhold & Rainer Alt

  3. Leipzig University, Leipzig, Germany

    Julio Viana, Olaf Reinhold & Rainer Alt

  4. State University of Maranhão, São Luís, Brazil

    Antônio F. L. Jacob Jr. & Fábio M. F. Lobato

Authors
  1. Jorge L. F. Silva Junior
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  2. Julio Viana
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  3. Olaf Reinhold
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  4. Antônio F. L. Jacob Jr.
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  5. Rainer Alt
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  6. Fábio M. F. Lobato
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Correspondence to Jorge L. F. Silva Junior .

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Editors and Affiliations

  1. Poznań University of Economics and Business, Poznan, Poland

    Witold Abramowicz

  2. University of Colorado, Colorado Springs, CO, USA

    Gary Klein

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Junior, J.L.F.S., Viana, J., Reinhold, O., Jacob, A.F.L., Alt, R., Lobato, F.M.F. (2020). Social CRM Tools: A Systematic Mapping Study. In: Abramowicz, W., Klein, G. (eds) Business Information Systems Workshops. BIS 2020. Lecture Notes in Business Information Processing, vol 394. Springer, Cham. https://doi.org/10.1007/978-3-030-61146-0_20

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  • DOI: https://doi.org/10.1007/978-3-030-61146-0_20

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