A System Architecture for Integrating User Activities in Social Networks with Customer Relationship Management

About This Publication

A System Architecture for Integrating User Activities in Social Networks with Customer Relationship Management was co-authored with Christiane Lehrer and Reinhard Jung. It was presented at the Multikonferenz Wirtschaftsinformatik (MKWI) 2016 and published by Universitätsverlag Ilmenau (ISBN 978-3-86360-132-4).

Building on the data model presented in the companion paper, this work proposes a concrete system architecture comprising eight subsystems that together enable the seamless integration of social network data into enterprise CRM environments. The architecture is evaluated through a working software prototype focused on social media–driven lead management.

Published in: MKWI 2016 Conference Proceedings