{"id":"https://openalex.org/W4366967553","doi":"https://doi.org/10.1109/wi-iat55865.2022.00080","title":"Artificial Intelligence, Blockchain, Big Data Analytics, Machine Learning and Data Mining in Traditional CRM and Social CRM: A Critical Review","display_name":"Artificial Intelligence, Blockchain, Big Data Analytics, Machine Learning and Data Mining in Traditional CRM and Social CRM: A Critical Review","publication_year":2022,"publication_date":"2022-11-01","ids":{"openalex":"https://openalex.org/W4366967553","doi":"https://doi.org/10.1109/wi-iat55865.2022.00080"},"language":"en","primary_location":{"id":"doi:10.1109/wi-iat55865.2022.00080","doi":"https://doi.org/10.1109/wi-iat55865.2022.00080","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wi-iat55865.2022.00080","pdf_url":null,"source":{"id":"https://openalex.org/S7407087729","display_name":"IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2022 IEEE/WIC/ACM International Joint Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT)","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5024613998","display_name":"\u0393\u03b5\u03ce\u03c1\u03b3\u03b9\u03bf\u03c2 \u039b\u03b1\u03bc\u03c0\u03c1\u03cc\u03c0\u03bf\u03c5\u03bb\u03bf\u03c2","orcid":"https://orcid.org/0000-0002-5719-2125","observed_orcids":["https://orcid.org/0000-0002-5719-2125","https://orcid.org/0009-0001-5114-5539"]},"institutions":[{"id":"https://openalex.org/I183898223","display_name":"International Hellenic University","ror":"https://ror.org/00708jp83","country_code":"GR","type":"education","lineage":["https://openalex.org/I183898223"]},{"id":"https://openalex.org/I231025917","display_name":"Hellenic Open University","ror":"https://ror.org/02kq26x23","country_code":"GR","type":"education","lineage":["https://openalex.org/I231025917"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Georgios Lampropoulos","raw_affiliation_strings":["International Hellenic University,Department of Information and Electronic Engineering,Thessaloniki,Greece","Department of Information and Electronic Engineering, International Hellenic University, Thessaloniki, Greece","School of Humanities, Hellenic Open University, Patras, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Hellenic University,Department of Information and Electronic Engineering,Thessaloniki,Greece","institution_ids":["https://openalex.org/I183898223"]},{"raw_affiliation_string":"Department of Information and Electronic Engineering, International Hellenic University, Thessaloniki, Greece","institution_ids":["https://openalex.org/I183898223"]},{"raw_affiliation_string":"School of Humanities, Hellenic Open University, Patras, Greece","institution_ids":["https://openalex.org/I231025917"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034709287","display_name":"Kerstin Viola Siakas","orcid":"https://orcid.org/0000-0003-4165-8389","observed_orcids":["https://orcid.org/0000-0003-4165-8389"]},"institutions":[{"id":"https://openalex.org/I183898223","display_name":"International Hellenic University","ror":"https://ror.org/00708jp83","country_code":"GR","type":"education","lineage":["https://openalex.org/I183898223"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"Kerstin Siakas","raw_affiliation_strings":["International Hellenic University,Department of Information and Electronic Engineering,Thessaloniki,Greece","Department of Information and Electronic Engineering, International Hellenic University, Thessaloniki, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Hellenic University,Department of Information and Electronic Engineering,Thessaloniki,Greece","institution_ids":["https://openalex.org/I183898223"]},{"raw_affiliation_string":"Department of Information and Electronic Engineering, International Hellenic University, Thessaloniki, Greece","institution_ids":["https://openalex.org/I183898223"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5009954320","display_name":"Julio Augusto Nogueira Viana","orcid":"https://orcid.org/0000-0003-4786-0385","observed_orcids":["https://orcid.org/0000-0003-4786-0385"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Julio Viana","raw_affiliation_strings":["Social CRM Research Center, Leipzig, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Social CRM Research Center, Leipzig, Germany","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5002546008","display_name":"Olaf Reinhold","orcid":"https://orcid.org/0000-0003-1977-1641","observed_orcids":["https://orcid.org/0000-0003-1977-1641"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Olaf Reinhold","raw_affiliation_strings":["Social CRM Research Center, Leipzig, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Social CRM Research Center, Leipzig, Germany","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":16.5022,"has_fulltext":false,"cited_by_count":22,"citation_normalized_percentile":{"value":0.99456311,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"504","last_page":"510"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.27219998836517334,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.27219998836517334,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.25369998812675476,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.09080000221729279,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9890000224113464},{"id":"https://openalex.org/keywords/social-crm","display_name":"social CRM","score":0.9940000176429749},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"artificial intelligence","score":0.9490000009536743},{"id":"https://openalex.org/keywords/blockchain","display_name":"blockchain","score":0.9990000128746033},{"id":"https://openalex.org/keywords/big-data-analytics","display_name":"big data analytics","score":1.0},{"id":"https://openalex.org/keywords/data-mining","display_name":"data mining","score":0.8539999723434448},{"id":"https://openalex.org/keywords/machine-learning","display_name":"machine learning","score":0.996999979019165},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.5329999923706055},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6919999718666077},{"id":"https://openalex.org/keywords/personalized-services","display_name":"personalized services","score":0.7799999713897705},{"id":"https://openalex.org/keywords/quality-of-service","display_name":"quality of service","score":0.6169999837875366}],"concepts":[{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.7085687518119812},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5822681188583374},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.571009635925293},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.5604358911514282},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.5332683324813843},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.4712909758090973},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.4515421390533447},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4358311891555786},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4317907691001892},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4302055537700653},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.42140695452690125},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.39835935831069946},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27496790885925293},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.16215303540229797},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.15320515632629395},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/wi-iat55865.2022.00080","doi":"https://doi.org/10.1109/wi-iat55865.2022.00080","is_oa":false,"landing_page_url":"https://doi.org/10.1109/wi-iat55865.2022.00080","pdf_url":null,"source":{"id":"https://openalex.org/S7407087729","display_name":"IEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2022 IEEE/WIC/ACM International Joint Conference on Web Intelligence and Intelligent Agent Technology (WI-IAT)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.6773999929428101}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":96,"referenced_works":["https://openalex.org/W179412013","https://openalex.org/W387672264","https://openalex.org/W1503025338","https://openalex.org/W1509042619","https://openalex.org/W1901616594","https://openalex.org/W1918839972","https://openalex.org/W2023002330","https://openalex.org/W2023322485","https://openalex.org/W2027836268","https://openalex.org/W2040111550","https://openalex.org/W2040263621","https://openalex.org/W2052309873","https://openalex.org/W2092889035","https://openalex.org/W2096335861","https://openalex.org/W2097552874","https://openalex.org/W2099043863","https://openalex.org/W2104719746","https://openalex.org/W2106956101","https://openalex.org/W2116831624","https://openalex.org/W2138368241","https://openalex.org/W2141975087","https://openalex.org/W2147953360","https://openalex.org/W2232726617","https://openalex.org/W2290426788","https://openalex.org/W2324856586","https://openalex.org/W2337998597","https://openalex.org/W2516153312","https://openalex.org/W2544923307","https://openalex.org/W2557403457","https://openalex.org/W2581274519","https://openalex.org/W2606270890","https://openalex.org/W2613199791","https://openalex.org/W2623293810","https://openalex.org/W2754529701","https://openalex.org/W2783702558","https://openalex.org/W2784258506","https://openalex.org/W2789071465","https://openalex.org/W2802539019","https://openalex.org/W2888515917","https://openalex.org/W2896803464","https://openalex.org/W2897450989","https://openalex.org/W2901834984","https://openalex.org/W2903094709","https://openalex.org/W2903386914","https://openalex.org/W2904000786","https://openalex.org/W2909493050","https://openalex.org/W2919115771","https://openalex.org/W2934302500","https://openalex.org/W2949067279","https://openalex.org/W2950312479","https://openalex.org/W2956609189","https://openalex.org/W2961791313","https://openalex.org/W2963264685","https://openalex.org/W2964523010","https://openalex.org/W2997460807","https://openalex.org/W3006002149","https://openalex.org/W3009501776","https://openalex.org/W3011287487","https://openalex.org/W3011931926","https://openalex.org/W3015661170","https://openalex.org/W3027937825","https://openalex.org/W3034120378","https://openalex.org/W3038781483","https://openalex.org/W3042588380","https://openalex.org/W3083620671","https://openalex.org/W3094359642","https://openalex.org/W3098829134","https://openalex.org/W3101360779","https://openalex.org/W3102154799","https://openalex.org/W3123819710","https://openalex.org/W3131907069","https://openalex.org/W3145004415","https://openalex.org/W3156745125","https://openalex.org/W3158841120","https://openalex.org/W3159649695","https://openalex.org/W3160101891","https://openalex.org/W3160760656","https://openalex.org/W3194945445","https://openalex.org/W3201886948","https://openalex.org/W3208932222","https://openalex.org/W3209379102","https://openalex.org/W4205700003","https://openalex.org/W4214561564","https://openalex.org/W4224988956","https://openalex.org/W4229015798","https://openalex.org/W4229815470","https://openalex.org/W4252080973","https://openalex.org/W4255593721","https://openalex.org/W4283275024","https://openalex.org/W4283687566","https://openalex.org/W4287835673","https://openalex.org/W4320063337","https://openalex.org/W4320063343","https://openalex.org/W4321360431","https://openalex.org/W4409756359","https://openalex.org/W6703748604"],"related_works":["https://openalex.org/W4366296855","https://openalex.org/W4405454586","https://openalex.org/W6941368981","https://openalex.org/W7077563968","https://openalex.org/W4389296712","https://openalex.org/W4394998340","https://openalex.org/W4415604455","https://openalex.org/W7130650100","https://openalex.org/W4409532795","https://openalex.org/W6949446402"],"abstract_inverted_index":{"In":[0],"the":[1,8,18,34,53,75,77],"ever-increasing":[2],"competitive":[3],"and":[4,22,42,66,110,117,122,134,137,139,148],"customer-centered":[5],"global":[6],"market,":[7],"role":[9],"of":[10,24,33,36,55,94,107,112],"Customer":[11],"Relationship":[12],"Management":[13],"(CRM)":[14],"is":[15],"essential":[16],"to":[17,29,91,96,98],"performance,":[19,105],"longevity,":[20],"competitiveness":[21],"profitability":[23],"enterprises.":[25],"The":[26],"study":[27,51],"aims":[28],"provide":[30],"an":[31],"overview":[32],"impact":[35],"emerging":[37],"technologies":[38,70,79],"on":[39,74],"traditional":[40],"CRM":[41],"Social":[43],"CRM.":[44,72,83],"Therefore,":[45],"through":[46],"a":[47],"critical":[48],"review,":[49],"this":[50],"explores":[52],"use":[54],"Artificial":[56],"Intelligence":[57],"(AI),":[58],"Blockchain,":[59],"Big":[60],"Data":[61,64],"Analytics":[62],"(BDA),":[63],"Mining":[65],"Machine":[67],"Learning":[68],"(ML)":[69],"in":[71],"Based":[73],"results,":[76],"above-mentioned":[78],"can":[80],"significantly":[81],"improve":[82,102,141],"More":[84],"specifically,":[85],"their":[86,100,103],"successful":[87],"implementation":[88],"enables":[89],"enterprises":[90,129],"stay":[92],"ahead":[93],"competition,":[95],"get":[97],"know":[99],"customers,":[101],"overall":[104],"Quality":[106,111],"Experience":[108],"(QoE)":[109],"Service":[113],"(QoS),":[114],"increase":[115],"profits,":[116],"reduce":[118],"time":[119],"consumption,":[120],"risks":[121],"costs.":[123],"Finally,":[124],"by":[125],"integrating":[126],"these":[127],"technologies,":[128],"will":[130],"offer":[131],"more":[132],"personalized":[133],"customized":[135],"products":[136],"services":[138],"greatly":[140],"customers'":[142],"satisfaction,":[143],"acquisition,":[144],"relationships,":[145],"loyalty,":[146],"experience":[147],"retention.":[149]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":8},{"year":2023,"cited_by_count":5}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2023-04-26T00:00:00"}