Uma proposta de arquitetura de microsserviços aplicada em um sistema de CRM social

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.