6533b871fe1ef96bd12d1bd7
RESEARCH PRODUCT
Using Social Networks to Enhance Customer Relationship Management
Eric LeclercqLylia AbroukNadine CullotIan Basaille-gahittesubject
Knowledge management[INFO.INFO-WB] Computer Science [cs]/WebWeb 2.0Computer science[ INFO.INFO-WB ] Computer Science [cs]/Web02 engineering and technologySimilarity measureCustomer relationship managementSocial Semantic Web020204 information systems0202 electrical engineering electronic engineering information engineeringInformation systemSemantic WebSemantic Webbusiness.industryACM[INFO.INFO-WB]Computer Science [cs]/Web020207 software engineeringSocial CRMSharing and DiscoverySocial Networks and CommunitiesKnowledge ManagementOrder (business)Web 3Web 2businessdescription
International audience; In recent years, the Web has evolved into an exchange platform. Customer Relationship Management (CRM) must follow this evolution and connect CRM tools to social networks in order to place companies in the center of all the exchanges. We propose, in this article, a community detection approach that identi fies clusters of customers of a company using their explicit and implicit behaviour. Our contribution is the definition of a composite pro le that integrates various informations gathered from di erent applications, such as the information system of the company, the existing CRM, or Twitter. We de ne a similarity measure, between a user and a tag, that takes into account the rating and consultation of resources, as well as actions on social networks and user contacts. We validate this approach against a test database and we discuss results and future works.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2013-10-28 |