T. Smith, Conference notes ??? The social media revolution, International Journal of Market Research, vol.51, issue.4, p.559, 2009.
DOI : 10.2501/S1470785309200773

C. H. Baird and G. Parasnis, From social media to social customer relationship management, IEEE Engineering Management Review, vol.41, issue.3, pp.30-37, 2011.
DOI : 10.1109/EMR.2013.6596548

S. Cappuccio, S. Kulkarni, M. Sohail, M. Haider, and X. Wang, Social CRM for SMEs: Current Tools and Strategy, Contemporary Research on Ebusiness Technology and Strategy, pp.422-435, 2012.
DOI : 10.1007/978-3-642-34447-3_38

S. Fliess and J. Nesper, Understanding Patterns of Customer Engagement ? How Companies Can Gain a Surplus from a Social Phenomenon, J. Mark. Dev. Compet, vol.6, pp.81-93, 2012.

B. Jahn and W. Kunz, How to transform consumers into fans of your brand, Journal of Service Management, vol.23, issue.3, pp.344-361, 2012.
DOI : 10.1108/09564231211248444

P. Greenberg, CRM at the speed of light: social CRM 2.0 Strategies, tools, and techniques for engaging your customers, 2010.

S. Askool and K. Nakata, A conceptual model for acceptance of social CRM systems based on a scoping study, AI & SOCIETY, vol.24, issue.4, pp.205-220, 2010.
DOI : 10.1007/s00146-010-0311-5

M. Kuikka and M. Äkkinen, Determining the chalenges of organizational social media adoption and use, ECIS 2011 Proceedings. p. Paper, 2011.

O. Acker, F. Gröne, F. Akkad, F. Pötscher, and R. Yazbek, Social CRM: How companies can link into the social web of consumers, Journal of Direct, Data and Digital Marketing Practice, vol.13, issue.1, pp.3-10, 2011.
DOI : 10.1057/dddmp.2011.17

O. Reinhold and R. Alt, How Companies are Implementing Social Customer Relationship Management : Insights From Two Case Studies, Proceedings of the 26th Bled eConference, pp.206-221, 2013.

K. J. Trainor, J. Andzulis, . Mick, A. Rapp, and R. Agnihotri, Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM, Journal of Business Research, vol.67, issue.6, 2013.
DOI : 10.1016/j.jbusres.2013.05.002

K. Patten and L. Keane, Enterprise 2.0 Management and Social Issues, AMCIS 2010 Proceedings. p. Paper, 2010.

A. Gruzd, Emotions in the Twitterverse and Implications for User Interface Design, 2013.

A. R. Hevner, S. T. March, J. Park, and S. Ram, Design Science Research in Information Systems, pp.75-105, 2004.
DOI : 10.1007/978-1-4419-5653-8_2

B. Müller and S. Olbrich, The Artifact's Theory ? A Grounded Theory Perspective on Design Science Research, pp.1176-1186, 2011.

L. Ang, Is SCRM really a good social media strategy? J. Database Mark, Cust. Strateg. Manag, vol.18, pp.149-153, 2011.

P. E. Frow and . F. Payne, Customer Relationship Management: A Strategic Perspective, Journal of business market management, vol.33, issue.4, pp.7-27, 2009.
DOI : 10.1007/s12087-008-0035-8

S. T. March and G. F. Smith, Design and natural science research on information technology, Decision Support Systems, vol.15, issue.4, pp.251-266, 1995.
DOI : 10.1016/0167-9236(94)00041-2

K. Peffers, T. Tuunanen, M. A. Rothenberger, and S. Chatterjee, A Design Science Research Methodology for Information Systems Research, Journal of Management Information Systems, vol.24, issue.3, pp.45-77, 2007.
DOI : 10.2753/MIS0742-1222240302

S. Aier, B. Gleichauf, and R. Winter, Understanding Enterprise Architecture Management Design ? An Empirical Analysis, pp.645-654, 2011.

I. Ieee, Systems and software engineering -Architecture description, Reference number ISO/IEC(E), IEEE IEEE Comput. Soc, vol.42010, p.2011, 2011.

R. Winter and R. Fischer, Essential Layers, Artifacts, and Dependencies of Enterprise Architecture, 2006 10th IEEE International Enterprise Distributed Object Computing Conference Workshops (EDOCW'06), pp.1-12, 2006.
DOI : 10.1109/EDOCW.2006.33

H. M. Cooper, Organizing knowledge syntheses: A taxonomy of literature reviews, Knowledge in Society, vol.47, issue.2, pp.104-126, 1988.
DOI : 10.1007/BF03177550

T. Lehmkuhl, Towards Social CRM -A Model for Deploying Web 2.0 in Customer Relationship Management, 2014.

K. Werder, R. Helms, and J. Slinger, Social Media for Success: a Strategic Framework, 2014.

R. Alt and M. Wittwer, Towards an Ontology-Based Approach for, 2014.

A. Botzenhardt, A. Witt, and A. Maedche, A Text Mining Application for Exploring the Voice of the Customer, 2011.

R. Braun and W. Esswein, Corporate Risks in Social Networks?Towards a Risk Management Framework, 18th Am. Conf. Inf. Sysrems, pp.1-12, 2012.

M. Chau and J. Xu, Business intelligence in blogs: Understanding consumer interactions and communities. MIS Q. Manag, Inf. Syst, vol.36, pp.1189-1216, 2012.

X. L. Deng, L. Zhang, B. Wang, and B. Wu, Implementation and research of social CRM tool in mobile BOSS based on complex network, 1st International Conference on Information Science and Engineering, pp.870-873, 2009.

F. Emamjome, G. G. Gable, W. Bandara, and A. Rabaa-'i, Understanding the Value of Social Media in Organisations: a Taxonomic Approach, PACIS 2014 Proceedings. p. Paper, 2014.

R. W. Helms, E. Booij, and M. Spruit, Reaching Out: Involving users in Innovation Tasks through Social Media, ECIS 2012 Proceedings. p. Paper, 2012.

A. Hussain and R. Vatrapu, Social Data Analytics Tool (SODATO), Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics, pp.368-372, 2014.
DOI : 10.1007/978-3-319-06701-8_27

T. Lehmkuhl and R. Jung, VALUE CREATION POTENTIAL OF WEB 2.0 FOR SME ??? INSIGHTS AND LESSONS LEARNT FROM A EUROPEAN PRODUCER OF CONSUMER ELECTRONICS, International Journal of Cooperative Information Systems, vol.22, issue.03, p.1340003, 2013.
DOI : 10.1142/S0218843013400030

T. Lehmkuhl, U. Baumöl, and R. Jung, Towards a Maturity Model for the Adoption of Social Media as a Means of Organizational Innovation, 2013 46th Hawaii International Conference on System Sciences, pp.3067-3076, 2013.
DOI : 10.1109/HICSS.2013.561

M. Maier and D. Reinwald, A System Dynamics Approach to Value-based Complaint Management Including Repurchase Behavior and Word of Mouth, ECIS 2010 Proceedings. p. Paper, 2010.

E. Park, V. Storey, and S. Givens, An Ontology Artifact for Information Systems Sentiment Analysis, 2013.

O. Reinhold and R. Alt, Analytical Social CRM: Concept and Tool Support, Proceedings 24th Bled eConference, pp.226-241, 2011.

M. Rosemann, M. Eggert, M. Voigt, and D. Beverungen, Leveraing social network data for analytica CRM strategies -the introduction of social BI, ECIS 2012 Proc, 2012.

W. M. Seng, E-government evaluation: The use of design science approach to build and evaluate customer satisfaction theoretical framework, Seventh International Conference on Digital Information Management (ICDIM 2012), pp.266-273, 2012.
DOI : 10.1109/ICDIM.2012.6360155

P. Spagnoletti and A. Resca, A Design Theory for IT Supporting Online Communities, 2012 45th Hawaii International Conference on System Sciences, pp.4082-4091, 2012.
DOI : 10.1109/HICSS.2012.54
URL : http://hdl.handle.net/11385/30450

K. J. Trainor, Relating Social Media Technologies to Performance: A Capabilities-Based Perspective, Journal of Personal Selling and Sales Management, vol.33, issue.6, pp.317-331, 2012.
DOI : 10.2753/PSS0885-3134320303