{"id":"https://openalex.org/W1541879184","doi":"https://doi.org/10.1007/s12599-012-0225-5","title":"Social Customer Relationship Management (Social CRM)","display_name":"Social Customer Relationship Management (Social CRM)","publication_year":2012,"publication_date":"2012-09-05","ids":{"openalex":"https://openalex.org/W1541879184","doi":"https://doi.org/10.1007/s12599-012-0225-5","mag":"1541879184"},"language":"en","primary_location":{"id":"doi:10.1007/s12599-012-0225-5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12599-012-0225-5","pdf_url":null,"source":{"id":"https://openalex.org/S27339233","display_name":"Business & Information Systems Engineering","issn_l":"1867-0202","issn":["1867-0202","2363-7005"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business &amp; Information Systems Engineering","raw_type":"journal-article"},"type":"article","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/A5032369706","display_name":"Rainer Alt","orcid":"https://orcid.org/0000-0002-6395-0658"},"institutions":[{"id":"https://openalex.org/I926574661","display_name":"Leipzig University","ror":"https://ror.org/03s7gtk40","country_code":"DE","type":"education","lineage":["https://openalex.org/I926574661"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Rainer Alt","raw_affiliation_strings":["Information Systems Institute, University of Leipzig, Grimmaische Str. 12, 04109, Leipzig, Germany","Inf. Syst. Inst., Univ. of Leipzig, Leipzig, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Systems Institute, University of Leipzig, Grimmaische Str. 12, 04109, Leipzig, Germany","institution_ids":["https://openalex.org/I926574661"]},{"raw_affiliation_string":"Inf. Syst. Inst., Univ. of Leipzig, Leipzig, Germany","institution_ids":["https://openalex.org/I926574661"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5002546008","display_name":"Olaf Reinhold","orcid":"https://orcid.org/0000-0003-1977-1641"},"institutions":[{"id":"https://openalex.org/I926574661","display_name":"Leipzig University","ror":"https://ror.org/03s7gtk40","country_code":"DE","type":"education","lineage":["https://openalex.org/I926574661"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Olaf Reinhold","raw_affiliation_strings":["Information Systems Institute, University of Leipzig, Grimmaische Str. 12, 04109, Leipzig, Germany","Inf. Syst. Inst., Univ. of Leipzig, Leipzig, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Systems Institute, University of Leipzig, Grimmaische Str. 12, 04109, Leipzig, Germany","institution_ids":["https://openalex.org/I926574661"]},{"raw_affiliation_string":"Inf. Syst. Inst., Univ. of Leipzig, Leipzig, Germany","institution_ids":["https://openalex.org/I926574661"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":{"value":2790,"currency":"EUR","value_usd":3590},"apc_paid":null,"fwci":8.3612,"has_fulltext":false,"cited_by_count":52,"citation_normalized_percentile":{"value":0.97037514,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"4","issue":"5","first_page":"287","last_page":"291"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9919000267982483,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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":0.6834714412689209},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5229314565658569},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5027334690093994},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3228234052658081},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.27053895592689514},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.20204222202301025}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6834714412689209},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5229314565658569},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5027334690093994},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3228234052658081},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.27053895592689514},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.20204222202301025}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/s12599-012-0225-5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12599-012-0225-5","pdf_url":null,"source":{"id":"https://openalex.org/S27339233","display_name":"Business & Information Systems Engineering","issn_l":"1867-0202","issn":["1867-0202","2363-7005"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business &amp; Information Systems Engineering","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:spr:binfse:v:4:y:2012:i:5:p:287-291","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1007/s12599-012-0225-5","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W151284799","https://openalex.org/W235984815","https://openalex.org/W1487576405","https://openalex.org/W2009714216","https://openalex.org/W2012897295","https://openalex.org/W2092889035","https://openalex.org/W2133597866","https://openalex.org/W2161288631","https://openalex.org/W2342202507","https://openalex.org/W2529707367","https://openalex.org/W2992322748","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2088245148","https://openalex.org/W2023002330","https://openalex.org/W2163070751","https://openalex.org/W2895985061","https://openalex.org/W2785777372","https://openalex.org/W2900495720","https://openalex.org/W4238896073","https://openalex.org/W2774978246","https://openalex.org/W2058046392","https://openalex.org/W2016353673"],"abstract_inverted_index":null,"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":9},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}
