Julio Viana

The concept of ethics and its application to businesses should be considered in different fields. Information Systems should not ignore ethical dimensions and their consequences in the use of technologies. Social CRM is a relevant field that could be affected by ethical issues, as its processes require building relationships with customers and anal...

The technological developments and the recent pandemic accelerated a behavior change, boosting online purchases and demanding a fast adaptation from companies to survive this new environment. However, online purchases come with perceived risks that customers consider before buying a product or service. Social CRM combines social media as a channel...

In the ever-increasing competitive and customercentered global market, the role of Customer Relationship Management (CRM) is essential to the performance, longevity, competitiveness and profitability of enterprises. The study aims to provide an overview of the impact of emerging technologies on traditional CRM and Social CRM. Therefore, through a c...

Social Media and Customer Relationship Management (CRM) are already widely used in business settings, but other non-commercial sectors started only recently to adopt them. Among them are Higher Education Institutions (HEIs). Even though research shows positive effects on the quality of services, student satisfaction, and attractiveness towards inte...

Service Innovation plays an important role in research and practice and enabled the surge of new concepts that changes the focus from a product-oriented approach to a service-oriented approach. However, further developments place the customer in the center of company-client relationships. The recent advances in customer data analysis and the positi...

Energy Communities are finding their way into the local energy systems as new regulations surge. However, they often lack resources due to their limited size, and depend heavily on subsidies for providing competitive offerings. In parallel, new technologies support the development of smart services for the energy market and provide chances for incr...

The evolution of Web 2.0 has allowed the development and success of social media, which has brought about drastic changes in how people interact in the online environment. One of the phenomena related to this fact is the massive production of user-generated content that is seen as a powerful data source on customer behavior. These data allowed inno...

Outsourcing is a common market practice that supports companies to focus on the development of their core business. Innovative SMEs, especially, can highly benefit from this support. Although outsourcing is commonly adopted in the field of Digital Marketing, services are changing as companies require more analytical and technological skills from su...

Resumo: Mídias digitais estão cada vez mais presentes no cotidiano do ser humano. Este fato contribui para que o volume de conteúdo gerado por usuário aumente consideravelmente. De um ponto de vista prático, as análises desses dados requerem diferentes perspectivas e métodos para se obter resultados satisfatórios. Essas análises podem subsidiar a t...

Customer RelationshipManagement (CRM) has been an important ally to companies willing to improve their customer experiences. Lately, Machine Learning (ML) and its techniques have been transforming the way companies interact with their customers through data analysis. This paper reviews the literature on the application of ML techniques to improve C...

Outsourcing of Digital Marketing services is a commonly adopted strategy in the market. The increasing importance of the Social CRM topic and its data analysis feature sheds light on specific changes that might occur on how Digital Marketing Agencies offer their services, as well as on outsourcing practices. This work analyzes the Social CRM servic...

RESUMO Diante a fatores com globalização e ascensão tecnológica, proporcionando a intensa utilização de dispositivos móveis, surge o contexto capacitante para o estudo e desenvolvimento de SCRM (Social Customer Relationship Management). O SCRM tem por objetivo integrar a gestão de relacionamento com clientes às mídias sociais, de forma a buscar um...

The increasing relevance of social media triggered the adoption and application of Social CRM by different companies. In this context, digital marketing agencies must also adapt their services to address these transformations. This paper analyzes the literature and industry information about Social CRM to develop a classification of Social CRM serv...

The uprising of different social media provided new ways for companies to communicate and improve their relationship with their customers and prospects. This wave gave room to the development and constant improvement of Social CRM: a professional and academic field that integrates social media data to traditional CRM tools. However, people in diffe...

Customer Relationship Management (CRM) has been an im-portant ally to companies willing to improve their customer experiences. Lately, Machine Learning (ML) and its techniques have been transforming the way companies interact with their customers through data analysis. This paper reviews the litera-ture on the application of ML techniques to improv...

Technology transfer involving Small and Medium-sized Enterprises (SMEs) has been discussed as a way to boost innovation. These firms, due to the lack of internal resources, look for open innovation and collaboration with bigger companies, universities or research institutions. Nevertheless, SMEs lack knowledge in Intellectual Property Rights (IPRs)...

Improving intellectual property (IP) literacy among small and medium-sized enterprises (SMEs) has lately been discussed as a means for improving IP culture within these companies. Diverse public and private actors have, therefore, developed some tools to improve IP awareness and literacy in small companies. We analysed existing tools, intending to...