从社交媒体获取客户上下文:映射社交媒体API和CRM配置文件数据

Matthias Wittwer, Olaf Reinhold, R. Alt
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引用次数: 0

摘要

社交网络的发展开辟了一个新的渠道,允许与客户直接进行实时的双向电子互动。通过应用程序编程接口(API)访问社交媒体内容,企业可以丰富客户信息,这些信息通常在客户配置文件中表示。然而,这些概要文件通常是不完整的,因为缺少关于客户上下文的其他有意义的数据。基于这一想法,这篇正在进行中的研究论文描述了关于如何通过API获取社交媒体数据,并通过客户上下文模型将其与客户档案相匹配的第一个想法。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Capturing customer context from social media: mapping social media API and CRM profile data
The evolution of the social web opens a new channel that allows bidirectional electronic interactions directly with customers in real-time. By accessing social media content via application programming interfaces (API), businesses may enrich their information on customers, which are usually represented in customer profiles. However, these profiles are often incomplete since additional meaningful data on the customer's context are missing. Based on this idea, this research in progress paper describes first ideas on how data from social media, which are available through API, may be matched with customer profiles via a customer context model.
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