期刊名称：Revista Brasileira de Cineantropometria e Desempenho Humano
印刷版ISSN：1415-8426
电子版ISSN：1980-0037
出版年度：2018
卷号：23
期号：53
页码：147-159
DOI：10.5007/1518-2924.2018v23n53p147
语种：Portuguese
出版社：Univ Federal De Santa Catarina
摘要：The informational explosion, driven mainly by the massive use of Web 2.0 services, is seen as a challenge to the traditional conceptions of CRM, considering that the consumer starts to play an active role in the relationship with the company. In this context, Social CRM emerges, which is built on the integration of traditional Customer Relationship Management strategies with tools capable of retrieving, storing and analyzing information collected from social networks. Athwart a qualitative and applied research, this article pursues to grapple the concepts of the areas of customer relationship management, Social CRM and Web 2.0, enumerating the characteristics and benefits offered. The microservices architecture consists in a design pattern that implies the development of small services with well-defined tasks. Based on these definitions, it proposes a micro-service architecture for a Social CRM system, which, although applicable to the context in question, should be tested in order to determine whether it meets the proposed requirements, aiming to reach the desired performance and accuracy levels in analysis tasks.
