[{"year":"2017","title":"Towards Efficient and Informative Omni-Channel Customer Relationship Management","date_created":"2023-08-04T15:05:43Z","publisher":"Springer International Publishing","abstract":[{"lang":"eng","text":"Nowadays customers expect a seamless interaction with companies throughout all available communication channels. However, many companies rely on different software solutions to handle each channel, which leads to heterogeneous IT infrastructures and isolated data sources. Omni-Channel CRM is a holistic approach towards a unified view on the customer across all channels. This paper introduces three case studies which demonstrate challenges of omni-channel CRM and the value it can provide. The first case study shows how to integrate and visualise data from different sources which can support operational and strategic decision. In the second case study, a social media analysis approach is discussed which provides benefits by offering reports of service performance across channels. The third case study applies customer segmentation to an online fashion retailer in order to identify customer profiles."}],"publication":"Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)","language":[{"iso":"eng"}],"page":"69–78","intvolume":"     10651","citation":{"bibtex":"@inproceedings{Carnein_Heuchert_Homann_Trautmann_Vossen_Becker_Kraume_2017, place={Valencia, Spain}, series={Lecture Notes in Computer Science}, title={Towards Efficient and Informative Omni-Channel Customer Relationship Management}, volume={10651}, DOI={<a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">10.1007/978-3-319-70625-2_7</a>}, booktitle={Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)}, publisher={Springer International Publishing}, author={Carnein, Matthias and Heuchert, Markus and Homann, Leschek and Trautmann, Heike and Vossen, Gottfried and Becker, Jörg and Kraume, Karsten}, editor={de Cesare, Sergio and Ulrich, Frank}, year={2017}, pages={69–78}, collection={Lecture Notes in Computer Science} }","mla":"Carnein, Matthias, et al. “Towards Efficient and Informative Omni-Channel Customer Relationship Management.” <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, edited by Sergio de Cesare and Frank Ulrich, vol. 10651, Springer International Publishing, 2017, pp. 69–78, doi:<a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">10.1007/978-3-319-70625-2_7</a>.","short":"M. Carnein, M. Heuchert, L. Homann, H. Trautmann, G. Vossen, J. Becker, K. Kraume, in: S. de Cesare, F. Ulrich (Eds.), Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17), Springer International Publishing, Valencia, Spain, 2017, pp. 69–78.","apa":"Carnein, M., Heuchert, M., Homann, L., Trautmann, H., Vossen, G., Becker, J., &#38; Kraume, K. (2017). Towards Efficient and Informative Omni-Channel Customer Relationship Management. In S. de Cesare &#38; F. Ulrich (Eds.), <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i> (Vol. 10651, pp. 69–78). Springer International Publishing. <a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">https://doi.org/10.1007/978-3-319-70625-2_7</a>","ama":"Carnein M, Heuchert M, Homann L, et al. Towards Efficient and Informative Omni-Channel Customer Relationship Management. In: de Cesare S, Ulrich F, eds. <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>. Vol 10651. Lecture Notes in Computer Science. Springer International Publishing; 2017:69–78. doi:<a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">10.1007/978-3-319-70625-2_7</a>","chicago":"Carnein, Matthias, Markus Heuchert, Leschek Homann, Heike Trautmann, Gottfried Vossen, Jörg Becker, and Karsten Kraume. “Towards Efficient and Informative Omni-Channel Customer Relationship Management.” In <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, edited by Sergio de Cesare and Frank Ulrich, 10651:69–78. Lecture Notes in Computer Science. Valencia, Spain: Springer International Publishing, 2017. <a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">https://doi.org/10.1007/978-3-319-70625-2_7</a>.","ieee":"M. Carnein <i>et al.</i>, “Towards Efficient and Informative Omni-Channel Customer Relationship Management,” in <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, 2017, vol. 10651, pp. 69–78, doi: <a href=\"https://doi.org/10.1007/978-3-319-70625-2_7\">10.1007/978-3-319-70625-2_7</a>."},"place":"Valencia, Spain","publication_identifier":{"isbn":["978-3-319-70625-2"]},"doi":"10.1007/978-3-319-70625-2_7","volume":10651,"author":[{"full_name":"Carnein, Matthias","last_name":"Carnein","first_name":"Matthias"},{"full_name":"Heuchert, Markus","last_name":"Heuchert","first_name":"Markus"},{"first_name":"Leschek","last_name":"Homann","full_name":"Homann, Leschek"},{"last_name":"Trautmann","orcid":"0000-0002-9788-8282","full_name":"Trautmann, Heike","id":"100740","first_name":"Heike"},{"first_name":"Gottfried","last_name":"Vossen","full_name":"Vossen, Gottfried"},{"full_name":"Becker, Jörg","last_name":"Becker","first_name":"Jörg"},{"last_name":"Kraume","full_name":"Kraume, Karsten","first_name":"Karsten"}],"date_updated":"2023-10-16T13:36:40Z","status":"public","editor":[{"full_name":"de Cesare, Sergio","last_name":"de Cesare","first_name":"Sergio"},{"first_name":"Frank","last_name":"Ulrich","full_name":"Ulrich, Frank"}],"type":"conference","department":[{"_id":"34"},{"_id":"819"}],"user_id":"15504","series_title":"Lecture Notes in Computer Science","_id":"46360"},{"publication":"Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)","type":"conference","abstract":[{"text":"This paper proposes a new stream clustering algorithm for text streams. The algorithm combines concepts from stream clustering and text analysis in order to incrementally maintain a number of text droplets that represent topics within the stream. Our algorithm adapts to changes of topic over time and can handle noise and outliers gracefully by decaying the importance of irrelevant clusters. We demonstrate the performance of our approach by using more than one million real-world texts from the video streaming platform Twitch.tv.","lang":"eng"}],"editor":[{"first_name":"Sergio","last_name":"de Cesare","full_name":"de Cesare, Sergio"},{"first_name":"Frank","full_name":"Ulrich, Frank","last_name":"Ulrich"}],"status":"public","_id":"46359","department":[{"_id":"34"},{"_id":"819"}],"user_id":"15504","language":[{"iso":"eng"}],"publication_identifier":{"isbn":["978-3-319-70625-2"]},"year":"2017","place":"Valencia, Spain","page":"79–88","citation":{"ieee":"M. Carnein, D. Assenmacher, and H. Trautmann, “Stream Clustering of Chat Messages with Applications to Twitch Streams,” in <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, 2017, pp. 79–88, doi: <a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">10.1007/978-3-319-70625-2_8</a>.","chicago":"Carnein, Matthias, Dennis Assenmacher, and Heike Trautmann. “Stream Clustering of Chat Messages with Applications to Twitch Streams.” In <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, edited by Sergio de Cesare and Frank Ulrich, 79–88. Valencia, Spain: Springer International Publishing, 2017. <a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">https://doi.org/10.1007/978-3-319-70625-2_8</a>.","ama":"Carnein M, Assenmacher D, Trautmann H. Stream Clustering of Chat Messages with Applications to Twitch Streams. In: de Cesare S, Ulrich F, eds. <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>. Springer International Publishing; 2017:79–88. doi:<a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">10.1007/978-3-319-70625-2_8</a>","mla":"Carnein, Matthias, et al. “Stream Clustering of Chat Messages with Applications to Twitch Streams.” <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i>, edited by Sergio de Cesare and Frank Ulrich, Springer International Publishing, 2017, pp. 79–88, doi:<a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">10.1007/978-3-319-70625-2_8</a>.","short":"M. Carnein, D. Assenmacher, H. Trautmann, in: S. de Cesare, F. Ulrich (Eds.), Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17), Springer International Publishing, Valencia, Spain, 2017, pp. 79–88.","bibtex":"@inproceedings{Carnein_Assenmacher_Trautmann_2017, place={Valencia, Spain}, title={Stream Clustering of Chat Messages with Applications to Twitch Streams}, DOI={<a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">10.1007/978-3-319-70625-2_8</a>}, booktitle={Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)}, publisher={Springer International Publishing}, author={Carnein, Matthias and Assenmacher, Dennis and Trautmann, Heike}, editor={de Cesare, Sergio and Ulrich, Frank}, year={2017}, pages={79–88} }","apa":"Carnein, M., Assenmacher, D., &#38; Trautmann, H. (2017). Stream Clustering of Chat Messages with Applications to Twitch Streams. In S. de Cesare &#38; F. Ulrich (Eds.), <i>Proceedings of the 36$^th$ International Conference on Conceptual Modeling (ER’17)</i> (pp. 79–88). Springer International Publishing. <a href=\"https://doi.org/10.1007/978-3-319-70625-2_8\">https://doi.org/10.1007/978-3-319-70625-2_8</a>"},"date_updated":"2023-10-16T13:36:23Z","publisher":"Springer International Publishing","author":[{"last_name":"Carnein","full_name":"Carnein, Matthias","first_name":"Matthias"},{"last_name":"Assenmacher","full_name":"Assenmacher, Dennis","first_name":"Dennis"},{"first_name":"Heike","id":"100740","full_name":"Trautmann, Heike","orcid":"0000-0002-9788-8282","last_name":"Trautmann"}],"date_created":"2023-08-04T15:04:57Z","title":"Stream Clustering of Chat Messages with Applications to Twitch Streams","doi":"10.1007/978-3-319-70625-2_8"}]