---
_id: '46360'
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.
author:
- first_name: Matthias
  full_name: Carnein, Matthias
  last_name: Carnein
- first_name: Markus
  full_name: Heuchert, Markus
  last_name: Heuchert
- first_name: Leschek
  full_name: Homann, Leschek
  last_name: Homann
- first_name: Heike
  full_name: Trautmann, Heike
  id: '100740'
  last_name: Trautmann
  orcid: 0000-0002-9788-8282
- first_name: Gottfried
  full_name: Vossen, Gottfried
  last_name: Vossen
- first_name: Jörg
  full_name: Becker, Jörg
  last_name: Becker
- first_name: Karsten
  full_name: Kraume, Karsten
  last_name: Kraume
citation:
  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>'
  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>
  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} }'
  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>.'
  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.'
date_created: 2023-08-04T15:05:43Z
date_updated: 2023-10-16T13:36:40Z
department:
- _id: '34'
- _id: '819'
doi: 10.1007/978-3-319-70625-2_7
editor:
- first_name: Sergio
  full_name: de Cesare, Sergio
  last_name: de Cesare
- first_name: Frank
  full_name: Ulrich, Frank
  last_name: Ulrich
intvolume: '     10651'
language:
- iso: eng
page: 69–78
place: Valencia, Spain
publication: Proceedings of the 36$^th$ International Conference on Conceptual Modeling
  (ER’17)
publication_identifier:
  isbn:
  - 978-3-319-70625-2
publisher: Springer International Publishing
series_title: Lecture Notes in Computer Science
status: public
title: Towards Efficient and Informative Omni-Channel Customer Relationship Management
type: conference
user_id: '15504'
volume: 10651
year: '2017'
...