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

Marcel Rosenberger, Christiane Lehrer, Reinhard Jung

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review


Companies have long recognised that their participation in social networks is expected by existing and new potential customers, who request support, provide feedback to products they own, post complaints and exchange views about the company, for example. Information systems are required for identifying relevant user activities that must be dealt with in a given time. Therefore, existing social media tools provide analytical functions. The integration of these tools and/or social networks directly with Customer Relationship Management (CRM) systems, however, is still sparse. We propose a system architecture for integrating user activities in social networks with CRM, which describes eight subsystems and serves as a construction plan to implement an integration software. The research follows the process of a design science research and includes proposed components of related system models from existing literature. Parts of the architecture have been evaluated in the context of a software-prototype that creates opportunity-tickets based on new posts, and thereby triggers the lead management process of a consulting company.
Original languageEnglish
Title of host publicationMultikonferenz Wirtschaftsinformatik (MKWI) 2016
EditorsVolker Nissen, Dirk Stelzer, Steffen Straßburger, Daniel Fischer
Number of pages12
Place of PublicationIlmenau
PublisherUniversitätsverlag Ilmenau
Publication date2016
ISBN (Print)9783863601324
ISBN (Electronic)9783863601324
Publication statusPublished - 2016
Externally publishedYes
EventMultikonferenz Wirtschaftsinformatik. MKWI 2016 - Technischen Universität Ilmenau, Ilmenau, Germany
Duration: 9 Mar 201611 Mar 2016


ConferenceMultikonferenz Wirtschaftsinformatik. MKWI 2016
LocationTechnischen Universität Ilmenau
Internet address

Cite this