Social CRM and Big Data technology: a bibliometric study
DOCUMENTAÇÃO
Tema: Administração da Informação
Acessos neste artigo: 280
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AUTORIA
Rosely Da Costa Amaral , Jersone Tasso Moreira Silva , Julio Viana , Olaf Reinhold , Cristiana Fernandes De Müylder
ABSTRACT
Organizations see the use of social media as a predictor of their customers' needs and desires as essential. This work seeks to understand how Big Data technology has been studied with Social CRM approach, through bibliometric study. The results, based on Science Direct database papers showed 19 papers that are related to both themes together. There were analyzed the focus of each paper and their main results. After this analysis, it could be pointed out a lack of applied studies and also how to improve effectiveness in organizations. This paper instigates new surveys and empirical researches. Keywords: Social CRM, Big Data, Bibliometric.
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