About This Publication
Social Customer Relationship Management: An Architectural Exploration of the Components was presented at the 14th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society (I3E 2015) in Delft, The Netherlands, and published by Springer (ISBN 978-3-319-25013-7).
Applying a design science approach, this paper examines how social media capabilities can be integrated into enterprise CRM architectures. The analysis spans five architectural layers — business, process, integration, software, and technology — and identifies the key artefacts and design decisions at each level.
Published in: Open and Big Data Management and Innovation, Springer 2015