Utilizing Social CRM to Engage Consumers: Organizations and Social Networking, DL 10.10
| 26 September 2011
SECOND CALL FOR CHAPTER PROPOSALS
Proposal Submission Deadline: October 10, 2011
Utilizing Social CRM to Engage Consumers: Organizations and Social Networking
A book edited by Dr. Stanley Loh1,2,3 and Dr. Fabiana Lorenzi1,2
1Universidade Luterana do Brasil, 2Invenio Software Inteligente,
3Universidade Católica de Pelotas - Brazil
To be published by IGI Global:
http://www.igi-global.com/authorseditors/authoreditorresources/callforbookchapters/callforchapterdetails.aspx?callforcontentid=22c744ff-838d-45fc-b788-0a9e37e96d8c[1]
Introduction
Social CRM is customer relationship management (CRM) with a new
element: the communication among customers through social networks.
The communication is not only from company to customer but also from
customer to customer. It is necessary to deal with the conversations
among customers in places such as Twitter or Facebook.
In current days companies are using customers' interests, demographic,
conversations and other data gathered from various social media sites.
It is possible to capture and use all these information about
customers to create specific and focused offers to them. This enables
the company to see the entire cycle of customer development from their
social marketing efforts, from initial discovery to the final
transaction.
CRM involves the identification and differentiation of customers. But
the final goal is to make recommendations, that is, personalized
offers according to customers´ profiles. All of these contacts between
the company and its customers are made through different touch points.
Social CRM includes social networks and web sites (blogs, forums, etc)
as touch points. Furthermore, such web tools are utilized as sources
of information for completing customers´ profiles and for identifying
potential customers for marketing campaigns.
Objective of the Book
This book joins all the concepts and applications from CRM area,
gathering technical and scientific works from this new subject and
generating a bibliographic reference for researchers and students.
Target Audience
The target audience of this book will be composed of Professionals and
students from areas like Business Administration, Information
Technology, Social Sciences, Communication and Public Relations,
Marketing, Knowledge Management and Human Resources Management. The
book may be help graduated and pos-graduated students, researchers and
teachers who want to learn more about Social CRM and understand the
state-of-the-art and topics for future research.
Recommended topics include, but are not limited to, the following:
Software Technologies for Social CRM
Recommender Systems for Social CRM
Customer Information Enrichment from Web data
Web Mining and Social CRM
Social media analysis for CRM
Competitive intelligence over social media
Scenarios elaboration for Social CRM planning
Applications of Social CRM
Submission Procedure
Researchers and practitioners are invited to submit on or before
October 10, 2011, a 2-3 page chapter proposal clearly explaining the
mission and concerns of his or her proposed chapter. Authors of
accepted proposals will be notified by October 15, 2011 about the
status of their proposals and sent chapter guidelines. Full chapters
are expected to be submitted by January 15, 2011. All submitted
chapters will be reviewed on a double-blind review basis. Contributors
may also be requested to serve as reviewers for this project.
Publisher
This book is scheduled to be published by IGI Global (formerly Idea
Group Inc.), publisher of the “Information Science Reference”
(formerly Idea Group Reference), “Medical Information Science
Reference,” “Business Science Reference,” and “Engineering Science
Reference” imprints. For additional information regarding the
publisher, please visit www.igi-global.com[2]. This publication is
anticipated to be released in 2009.
Important Dates
October 10, 2011: Proposal Submission Deadline
October 15, 2011: Notification of Acceptance
January 15, 2011: Full Chapter Submission
March 30, 2012: Review Results Returned
June 1, 2012: Final Chapter Submission
July 30, 2011: Final Deadline
Inquiries and submissions can be forwarded electronically (Word document) to:
Dr. Fabiana Lorenzi
Universidade Luterana do Brasil & Invenio Software Inteligente
Tel.: +55 51 34774000 (R. 2369)
E-mail:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
[3]
References
- ^ http://www.igi-global.com/authorseditors/authoreditorresources/callforbookchapters/callforchapterdetails.aspx?callforcontentid=22c744ff-838d-45fc-b788-0a9e37e96d8c (www.igi-global.com)
- ^ www.igi-global.com (www.igi-global.com)
- ^ This e-mail address is being protected from spambots. You need JavaScript enabled to view it (www.creemaginet.com)
