Visão geral do mercado em social CRM: uma análise de anúncios de emprego

Abstract

Technological advances and constant changes in the market have significantly driven the evolution of Social Customer Relationship Management (Social CRM). As digital platforms and social media gain prominence, companies seek to strengthen their relationship with their customers, making it essential for industry professionals to keep up with trends and adapt to new demands. Given this phenomenon, there is a high frequency of job postings related to Social CRM. Evaluating these advertisements provides an excellent opportunity to keep up with the fast pace of the job market and identify the critical elements for success in this area. In this context, this work aims to collect and analyze job advertisements related to Social CRM and apply text-mining techniques to identify the knowledge domains and skill sets needed by professionals in this field. Through this approach, the intention is to develop a taxonomy that systematically and comprehensively maps the competencies required in this constantly changing market. We analyzed 1,086 job advertisements related to Social CRM. The analysis provided a detailed overview of the required skills, technologies, and knowledge. This information offers good opportunities for employers and candidates in the hiring and recruitment process, allowing both to identify more precisely the essential skills needed to excel in the Social CRM sector. In addition, the results of this research can encourage the further development of studies related to this expanding area, contributing to the enrichment and improvement of knowledge in Social CRM.