---
res:
  bibo_abstract:
  - 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.@eng
  bibo_authorlist:
  - foaf_Person:
      foaf_givenName: Matthias
      foaf_name: Carnein, Matthias
      foaf_surname: Carnein
  - foaf_Person:
      foaf_givenName: Markus
      foaf_name: Heuchert, Markus
      foaf_surname: Heuchert
  - foaf_Person:
      foaf_givenName: Leschek
      foaf_name: Homann, Leschek
      foaf_surname: Homann
  - foaf_Person:
      foaf_givenName: Heike
      foaf_name: Trautmann, Heike
      foaf_surname: Trautmann
      foaf_workInfoHomepage: http://www.librecat.org/personId=100740
    orcid: 0000-0002-9788-8282
  - foaf_Person:
      foaf_givenName: Gottfried
      foaf_name: Vossen, Gottfried
      foaf_surname: Vossen
  - foaf_Person:
      foaf_givenName: Jörg
      foaf_name: Becker, Jörg
      foaf_surname: Becker
  - foaf_Person:
      foaf_givenName: Karsten
      foaf_name: Kraume, Karsten
      foaf_surname: Kraume
  bibo_doi: 10.1007/978-3-319-70625-2_7
  bibo_volume: 10651
  dct_date: 2017^xs_gYear
  dct_isPartOf:
  - http://id.crossref.org/issn/978-3-319-70625-2
  dct_language: eng
  dct_publisher: Springer International Publishing@
  dct_title: Towards Efficient and Informative Omni-Channel Customer Relationship
    Management@
...