Customer Interaction Management Goes Social: Getting Business Processes Plugged in Social Networks

2012 ◽  
pp. 367-389 ◽  
Author(s):  
Michaela Geierhos ◽  
Mohamed Ebrahim
Keyword(s):  
Social Networks ◽  
Business Processes ◽  
Customer Interaction ◽  
Interaction Management

Influence of social networks on business processes’ development

2020 ◽  
Vol 19 (12) ◽  
pp. 2225-2252
Author(s):  
E.V. Popov ◽  
V.L. Simonova ◽  
O.V. Komarova ◽  
S.S. Kaigorodova
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Business Models ◽  
Business Processes ◽  
Digital Economy ◽  
Theoretical Understanding ◽  
Sales Channels ◽  
A Value ◽  
The Impact

Subject. The emergence of new ways of interaction between sellers and buyers, the formation of new sales channels and product promotion based on the use of digital economy tools is at the heart of improving the business processes. Social networks became a tool for development; their rapid growth necessitates theoretical understanding and identification of potential application in enterprise's business process digitalization. Objectives. We explore the role of social media in the digitalization of business processes, systematize the impact of social networks on business processes of enterprises in the digital economy. Methods. The theoretical and methodological analysis of social networks as a tool for digitalization of company's business processes rests on the content analysis of domestic and foreign scientific studies, comparison, generalization and systematization. Results. We highlight the key effects of the impact of social networks on the business processes of the company; show that the digitalization of business processes should be considered in the context of a value-based approach, aimed at creating a value through the algorithmization of company operations. We determine that social networks are one of the most important tools for digitalization of company's business processes, as they have a high organizational and management potential. We also systematize the effects of social media on company's business processes. Conclusions. We present theoretical provisions of the impact of social networks on business processes of enterprises, which will enable to model and organize ideas about the development of digital ecosystems and the formation of business models.

scholarly journals The concept of implementing a customer interaction system based on CRM Bitrix24

2021 ◽  
Vol 94 ◽  
pp. 01022
Author(s):  
Mariya Volik ◽  
Maria Kovaleva ◽  
Eleonora Khachaturova
Keyword(s):  
Risk Management ◽  
Business Process ◽  
Economic Efficiency ◽  
Business Processes ◽  
Management Plan ◽  
Risk Management Plan ◽  
Implementation Project ◽  
Customer Interaction ◽  
Interaction System ◽  
The Future

In modern conditions of digitalization, each company seeks to optimize the management of activities based on modern IT. With an increase in the number of trading companies, the more becomes acute problem of attracting and retaining customers. In order to improve the efficiency activity of the company, the leadership needs to optimize the business processes of interaction with customers. The purpose of this work is to study the company's activities for the development and implementation of software, analyze the business process of interaction with clients for its automation based on CRMBitrix24. The description of the investigated business process in the notations «as is» and «to be» showed that the automation of interaction with the company's customers has a number of advantages. In this regard, in the future, it is necessary to develop a Bitrix24 implementation project, a risk management plan and assessment of the economic efficiency of the project.

scholarly journals RE-ENGINEERING OF SMART CITY'S BUSINESS PROCESSES BASED ON SOCIAL NETWORKS AND INTERNET OF THINGS

2018 ◽  
Vol 16 (3) ◽  
pp. 275
Author(s):  
Emir Ugljanin ◽  
Dragan Stojanović ◽  
Ejub Kajan ◽  
Zakaria Maamar
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Social Network ◽  
Internet Of Things ◽  
Smart City ◽  
Business Processes ◽  
Smart Cities ◽  
Successful Management ◽  
Complete Integration ◽  
Social Actions

This paper reports our experience with developing a Business-2-Social (B2S) platform that provides necessary support to all this platform’s constituents, namely business processes, social media (e.g., social network), and Internet of Things (IoT). This platform is exemplified with smart cities whose successful management requires a complete integration of IoT and social media capabilities into the business processes implementing user services. To ensure a successful integration, social actions, that a smart city would allow citizens execute, are analyzed in terms of impact of these smart city’s business processes. Reactions to these actions are tracked and then analyzed to improve user services.

Using Quantum Agent-Based Simulation to Model Social Networks

2011 ◽  
pp. 42-54
Author(s):  
C. Bisconti ◽  
A. Corallo ◽  
M. De Maggio ◽  
F. Grippa ◽  
S. Totaro
Keyword(s):  
Social Networks ◽  
Quantum Mechanics ◽  
Quantum Physics ◽  
Business Processes ◽  
Social Dynamics ◽  
Social Systems ◽  
Many Body ◽  
Agent Based ◽  
Microscopic Interactions ◽  
The Many

This research aims to apply models extracted from the many-body quantum mechanics to describe social dynamics. It is intended to draw macroscopic characteristics of organizational communities starting from the analysis of microscopic interactions with respect to the node model. In this chapter, the authors intend to give an answer to the following question: which models of the quantum physics are suitable to represent the behaviour and the evolution of business processes? The innovative aspects of the project are related to the application of models and methods of the quantum mechanics to social systems. In order to validate the proposed mathematical model, the authors intend to define an open-source platform able to model nodes and interactions within a network, to visualize the macroscopic results through a digital representation of the social networks.

scholarly journals THE EVALUATION OF SOCIAL CAPITAL BENEFITS: ENTERPRISE LEVEL

2011 ◽  
Vol 9 (1) ◽  
pp. 109-126 ◽  
Author(s):  
Irena Mačerinskienė ◽  
Giedrė Aleknavičiūtė
Keyword(s):  
Social Capital ◽  
Social Networks ◽  
Business Processes ◽  
Enterprise Level

This paper aims to present how social capital can benefit business processes of an enterprise, which uses its social networks for business purposes, and which of those benefits are the most important in this context. The first part of this article represents the theory of social capital. The main conceptual approaches to social capital were investigated. According to this, the conception of social capital and its dimensions were introduced. The second part of this paper seeks to evaluate the benefits of social capital to enterprise’s business activities by mentioning not only benefits, which create social capital but also risks, which can occur if social capital is used improperly. The last part of this essay introduced the model of social capital’s benefits to enterprise’s business processes and evaluated, which of them are the most relevant.

Design and Development of Communities of Web Services

2011 ◽  
pp. 1024-1029
Author(s):  
Zakaria Maamar
Keyword(s):  
Web Services ◽  
Web Service ◽  
Business Processes ◽  
Community Management ◽  
User Needs ◽  
Composite Web Service ◽  
Attraction And Retention ◽  
Hotel Booking ◽  
Interaction Management ◽  
The Web

In the field of Web services (Benatallah, Sheng, & Dumas, 2003; Bentahar, Maamar, Benslimane, & Thiran, 2007; Medjahed & Bouguettaya, 2005), a community gathers Web services that offer similar functionalities. Hotel booking and car rental are samples of functionalities. This gathering takes place regardless of who developed the Web services, where the Web services are located, and how the Web services function to satisfy their functionalities. A Web service is an accessible application that can be discovered according to its functionality and then invoked in order to satisfy users’ needs. In addition, Web services can be composed in a way that permits modeling and executing complex business processes. Composition is one of Web services’ strengths as it targets user needs that cannot be satisfied by any single available Web service. A composite Web service obtained by combining available Web services may be used (Figure 1). The use of communities in composition scenarios offers two immediate benefits. The first benefit is the possibility of accelerating the search of Web services required to satisfy user needs by looking for communities rather than screening UDDI (universal description, discovery, and integration) and ebXML registries. The second benefit is the late execution binding of the required Web services once the appropriate communities are identified. Both benefits stress the need of examining Web services in a different way. Current practices in the field of Web services assume that a community is static and Web services in a community always exhibit a cooperative attitude. These practices need to be revisited as per the following arguments. A community is dynamic: New Web services enter, other Web services leave, some Web services become temporarily unavailable, and some Web services resume operation after suspension. All these events need to be closely monitored so that inconsistent situations are avoided. Moreover, Web services in a community can compete on nonshareable computing resources, which may delay their performance scheduling. Web services can also announce misleading information (e.g., nonfunctional details) in order to boost their participation opportunities in composition scenarios. Finally, Web services can be malicious in that they can try to alter other Web services’ data or operations. To look into ways of making Web services communities active, we describe in this article some mechanisms that would enable Web services among other things to enter a community, to leave a community after awhile, to reenter the same community if some opportunities loom, and to be rewarded for being part of a community. These mechanisms would be developed along three perspectives, which we refer to as the following. • Community management: How do we establish or dismantle a new or existing community of Web services? • Web services attraction and retention: How do we invite and convince new Web services to join a community? How do we retain existing Web services in a community? • Interaction management: How are interactions between Web services regulated in a community? How do we deal with conflicts in a community?

scholarly journals Information Component of Branding: Case of Public Catering Institutions

2021 ◽  
pp. 139-154
Author(s):  
Radomyr Shcherbakov
Keyword(s):  
Social Networks ◽  
Visual Information ◽  
Business Processes ◽  
Online Advertising ◽  
Internet Technology ◽  
Information Dimension ◽  
Online Branding ◽  
Verbal Component ◽  
Site Design ◽  
Analytical System

Given the widespread penetration of Internet technology in marketing practices, one of which is branding, accelerating the internetization of business processes due to the COVID-19 pandemic and the requirements of social distancing, continuous improvement and expansion of online branding tools, the task of defining and justifying of the role of branding informational component becomes actual. The proposed article is devoted to solving this issue on the example of cases of catering establishments. The application of a set of scientific methods, including review-analytical, system, case-method, induction method, and processing of publications in professional and specialised publications, media materials, social media content, made it possible to distinguish technological and content components in the information dimension of catering establishments’ branding. The content component includes: 1) development of the concept or “legend” of the brand – its positioning in a competitive environment, which determines the key messages aimed at ensuring brand recognition and identification; 2) visual and verbal expression of the agreed concept of the brand: – visual information – logo, room design, staff uniform, site design, representations in social networks; – verbal component – slogan, menu, style and content of messages. The technological component of the information dimension of branding includes those software and technology tools through which information is disseminated about the brand and communication with the customer environment: official websites of institutions, their representation in social networks, mobile applications, messengers, online advertising. It is proved that effective branding involves a harmonious combination of content and technological components. The emphasis on technology and failures in the content component create risks of reputational and financial losses of the enterprise.

Using Quantum Agent-Based Simulation to Model Social Networks

2014 ◽  
pp. 909-921
Author(s):  
C. Bisconti ◽  
A. Corallo ◽  
M. De Maggio ◽  
F. Grippa ◽  
S. Totaro
Keyword(s):  
Social Networks ◽  
Quantum Mechanics ◽  
Quantum Physics ◽  
Business Processes ◽  
Social Dynamics ◽  
Social Systems ◽  
Many Body ◽  
Agent Based ◽  
Microscopic Interactions ◽  
The Many

This research aims to apply models extracted from the many-body quantum mechanics to describe social dynamics. It is intended to draw macroscopic characteristics of organizational communities starting from the analysis of microscopic interactions with respect to the node model. In this chapter, the authors intend to give an answer to the following question: which models of the quantum physics are suitable to represent the behaviour and the evolution of business processes? The innovative aspects of the project are related to the application of models and methods of the quantum mechanics to social systems. In order to validate the proposed mathematical model, the authors intend to define an open-source platform able to model nodes and interactions within a network, to visualize the macroscopic results through a digital representation of the social networks.

scholarly journals Business’s digital transformation: choice, implementation and improvement of CRM-systems

2021 ◽  
Vol 5 (2) ◽  
pp. 48-66
Author(s):  
Iryna Varis ◽  
◽  
Oksana Kravchuk ◽  
Sofiia Zavhorodnia ◽  
◽  
...  
Keyword(s):  
Social Networks ◽  
Customer Relationship Management ◽  
Business Processes ◽  
Relationship Management ◽  
Digital Transformation ◽  
Document Management ◽  
Customer Relationship ◽  
Fee For Service ◽  
Daily Work ◽  
Advantages And Disadvantages

The aim of the article. The aim of the article is to determine the essence, advantages and disadvantages of business’s digital transformation, describe the importance of business-process management through its digital transformation, define the nature, types and capabilities of CRM-systems, identify and describe trends in their development, analyze the results of prior researches and select the most popular CRM-systems, as well as research for existing problems of using defined CRM-systems, suggest recommendations for eliminating shortcomings of existing CRM-systems. Analyses results. The coronavirus pandemic has forced companies to rapidly change business processes and shift to remote work, which in turn has led to widespread using of CRM systems in customer relationship management. The modern market offers different goods and services, but they are mostly similar in many ways. The question is how to keep the customer for a long time? The introduction of CRM systems will help answer this question. The definition of CRM stands for Customer Relationship Management, which refers to all the strategies, methods, tools and technologies that a business uses to develop, retain and attract customers. Customer Relationship Management is a special approach of doing business, where the first priority of the company is to focus on the client. The main purpose of the CRM strategy is to create a single ecosystem, which helps to attract new and develop existing customers. Managing relationships means attracting new customers, turning neutral customers into loyal ones, and forming business partners from regular customers. The concept of CRM means that separate business tools are combined into a well-established system. CRM includes programs for collecting customer’s data, managing transactions, control and monitoring manager’s decisions, analytics and forecasting. The article considers the essence of modern transformation of business processes, their advantages and disadvantages, defines the concepts, types, existing opportunities and trends in CRM-systems. The article analyses the experts’ opinions of the most popular modern CRM-systems and generalizes its shortcomings, measures the main elimination of revealed problems. The article conducted a study based on a survey of experts, the main purpose of which was to identify the share of popular CRM-systems among consumers, as well as to identify the main problems and limitations of these systems. Conclusions and directions for further research. The main goal of the CRM strategy is to create a single ecosystem for attracting new customers and developing existing ones. The main tasks of CRM-systems include: attracting new customers through various channels, communication, choice of interaction strategy, Purchase funnel, document management, closing sales, re-communication and analytics of the company. There are three types of CRM systems: desktop, client-server and cloud systems. The main trends in CRM systems development include: increasing usage of artificial intelligence, service automation, data integration, usage of blockchains and social CRM-system, a large number of different applied subsystems and voice interface. The most popular systems are proved to be: Agile CRM, Salesforce Sales Cloud, Zoho CRM, Dynamics 365 and Bitrix24. The main problems of existing CRM-systems can be identified as: slow work on query processing and data output; wasting time on system administration; a large number of built-in tools increases the time to get used with the system; high cost of service, etc. Prospects for further development of CRM-systems include: integration with Big Data and AI; usage of voice technologies as a method for increasing operational efficiency; usage of data from social networks; as well as the creation of a single and common approach of customer identification. In the future, vendors should simplify their product versions and reduce the number of tools to basic, which will reduce the monthly fee for service, as well as speed up data processing by the system, due to the lack of unnecessary add-ons. On the other hand, companies that use CRM systems in their daily work should pay more attention to the integration CRM systems with social networks, which contain essential share of information about their target audience and existing customers.

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