Analysis and Application to Customers` Social Roles Using Voice Network of a Telecom Company Chun, Heui-Ju;
Social network analysis(SNA) has been recently applied to business areas such as social network services (such as Facebook and Twitter). In addition, the mobile telecommunication field attempts to analyze CDR(call detail record) data and apply customer relationship management and customer churn management through the use of social network analysis. The paper analyzes links between ego and alter based on ego-network and discovers four kinds of customer roles and then provides insights as a tool for customer relationship management or customer management.
Social network analysis;CRM;ego-network;customer roles;
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