Panel: The Status quo of Social Customer Relationship Management in Brazil: opportunities and challenges

Social Customer Relationship Management (CRM) is an approach to use Social Media and their data to improve customer relationships. The aim of the panel is to raise awareness on the opportunities and challenges of Social Media in the field of CRM and to discuss promising areas for research with a particular focus on the Brazilian context. Even though the use of Social Media is very popular in Brazil and even in remote locations small business have a Social Web presence, its actual utilization for business purposes is still very low. The panel shall provide an overview about the topic and relevant research questions for the application of Social CRM in Brazil. Furthermore, it aims to attract researchers from various disciplines to the topic of Social CRM in order to foster a multidisciplinary dialog in the field. The panel will be comprised of four short presentations on the project, the analysis challenge, the potentials of using Social Media data in CRM processes and the challenge of measuring the business value of Social CRM. They will provide the audience an overview about key issues in Social CRM, establish the basis for discussion about its current status and directions for research. The organizers started a four year academia-industry project with the aim to shed more light on the value, potentials and required technologies connected with Social CRM and to transfer this knowledge to Brazilian companies. Thus, potential collaborators that are expected to be identified who can join and/or support the initiative to ensure dialog is sustained and opportunities are tapped into.

Planned presentations

The slots for the panel will be comprised of several short presentation followed by a targeted discussion with the panellists and the audience. The full panel is planned for 90 min. Each slot shall have at about 10-15min and is expected to be predominantly discussion-oriented. In addition, a 15min slot is also planned for, in which the project “German-Brazilian partnerships for Social CRM” will be briefly presented.

Organizers/lecturers

• Prof. Dr. Rainer Alt, University of Leipzig (Moderator)
• Prof. Dr. Ádamo Santana, Federal University of Pará
• Olaf Reinhold, University of Leipzig/Social CRM Research Center
• Prof. Antonio Jacob Jr., University of Amazon (Belém), Federal University of Pará
• Prof. Dr. Emílio Arruda, University of Amazon
• Luiz Cortinhas Neto, Federal University of Pará
• Harry Cruz, University of Leipzig
• Kacio William, Amazon Startups (Belém, PA)

• Fernando Antonio Mota Trinta, UFC
• Mário Meireles Teixeira, UFMA 
• Celso Alberto Saibel Santos, UFES
• Graça Bressan, USP
• Regina Melo Silveira, USP
• Cássio Prazeres, UFBA
• Paulo Sampaio, UNIFACS
• André Santachè, UNICAMP
• Maria da Graça Pimentel, ICMC/USP
• Guido Lemos de Souza, UFPB
• Luiz Fernando Gomes Soares, PUC/Rio
• José Valdeni de Lima, UFRGS
• Valter Roesler, UFRGS

ORGANIZING COMMITTEE

• Marco Cristo, UFAM
• David Fernandes,  UFAM

PROGRAM COMMITTEE CHAIR

• Adriano C. Machado Pereira, UFMG

Co-chairs:

• Fabrício Benevenuto, UFMG
• Valter Roesler, UFRGS
• Marcelo Moreno, UFJF

Program Committee 

• Adriano C. Machado Pereira, UFMG,
• Adriano Veloso, UFMG
• Alessandra Macedo, USP
• Alexandre Duarte, UFPB
• Alexandre Carissimi, INF/UFRGS
• Álvaro Pereira Jr., UFOP
• Ana Paula Couto Da Silva, UFMG
• André Santanchè, UNICAMP
• Anisio Lacerda, CEFET-MG
• Anselmo Paiva, UFMA
• Bruno Zatt, UFPel
• Carlos Ferraz, UFPE
• Carlos Soares Neto, UFMA
• Carlos Eduardo Pires, UFCG
• Cassio Prazeres, UFBA
• Celso A S Santos, UFES
• Cesar Teixeira, UFSCar
• Claudio De Souza Baptista, UFCG
• Daniel Lucredio, UFSCar
• Daniel G. Costa, UEFS
• Daniela Claro, UFBA
• David Fernandes, UFAM
• David Menotti, UFOP
• Débora C. Muchaluat Saade, UFF
• Eduardo Barrere, UFJF
• Eduardo Albuquerque, UFG
• Fabio Gomes, IFPI
• Fabricio Benevenuto, UFMG
• Fernando Trinta, UFC
• Flavia Delicato, UFRJ
• Flávio Pádua, CEFET-MG
• Frank Siqueira, UFSC
• Frederico Durao, UFBA
• Graca Bressan, USP
• Gustavo Rossi, UNLP
• Humberto T. Marques-Neto, PUC Minas
• Jauvane Oliveira, LNCC/MCT
• Joao Benedito Dos Santos Junior, PUC MINAS
• Joberto Martins, UNIFACS
• Jonice Oliveira, UFRJ
• José Maria N. David, UFJF
• Jose Valdeni De Lima, UFRGS
• Jussara Almeida, UFMG
• Kelvin Dias, UFPE
• Laercio Baldochi, UNIFEI
• Lara Piccolo, UNICAMP
• Leandro Krug Wives, UFRGS
• Luciana Zaina, UFSCar
• Luciana A. S. Romani, Embrapa
• Luiz Carmo, Inmetro
• Luiz Fernando Gomes Soares, PUC-Rio
• Manoel Carvalho Marques Neto, IFBA
• Marcelo Porto, UFRGS
• Marcelo Manzato, USP
• Marcelo Moreno, UFJF
• Maria Da Graça Pimentel, USP
• Mario Godoy, UNIVASF
• Mario M. Teixeira, UFMA
• Mark Song, PUC MINAS
• Mirella M. Moro, UFMG
• Moacir Ponti, USP
• Patrícia Vilain, UFSC
• Paulo Sampaio, UNIFACS
• Pedro Olmo Vaz de Melo, UFMG
• Raoni Kulesza, UFPB
• Regina Melo Silveira, USP
• Renan Cattelan, UFU
• Renata Fortes, ICMC/USP
• Renata Galante, UFRGS
• Renato Fileto, UFSC
• Renato Bulcão-Neto, UFG
• Roberto Willrich, UFSC
• Rodrigo Laiola Guimaraes, IBM Research
• Ronaldo Husemann, UFRGS
• Rostand Costa, UFPB
• Rudinei Goularte, USP
• Ryan Ribeiro De Azevedo, UFPE
• Silvia Albuquerque, CEFET-MG
• Silvio Cesar Cazella, UFCSPA
• Tatiana Tavares, UFPB
• Tiago Araújo, UFPB
• Valdecir Becker, UFPB
• Valter Roesler, UFRGS
• Vinicius Garcia, UFPE
• Windson Viana, UFC
• Yuska Aguiar, UFPB

WORKSHOP ON UNDERGRADUATE RESEARCH (WTIC) COMMITTEE

• Eduardo Barrére, UFJF (Chair)
• André Luis Costa Carvalho, UFAM (Local chair)

WORKSHOP ON TOOLS AND APPLICATIONS (WFA) COMMITTEE

• Pedro Olmo Stancioni Vaz de Melo, UFMG (Chair)
• Moisés Gomes de Carvalho, UFAM (Local chair)

WORKSHOP ON ONGOING THESIS AND DISSERTATIONS (WTD) COMMITTEE

• Maria da Graca Pimentel, USP-São Carlos (Chair)
• João Marcos Bastos Cavalcanti, UFAM (Local chair)

SHORT COURSES COMMITTEE

• Renato Fileto, UFSC  (Chair)
• Altigran Soares da Silva, UFAM  (Local chair)

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01For the modules used on the top1-2 and bottom1-2 module positions we recommened to use only default module styles.

02The clear suffix is very useful to create banners or images without additional borders, margins and paddings. The clear suffix is also very useful inside the mainbody, mainbody_top and mainbody_bottom module positions.

03If you want to remove the top border from module in the Inset or Sidebar module position - please use the noborder suffix.

04For NSP modules embed in the Tabs GK5 module, we recommend to add the mobilelayout suffix - it will help to better use blank spaces on the mobile devices.

05The News Show Pro module has additional suffixes: nsphover - this suffix creates a NSP module with nice hover animation, headlines - this suffix is very usefull to create a nice arrow over the title on hover effect.

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