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Analysis and Application to Customers' Social Roles Using Voice Network of a Telecom Company

이동통신사의 통화 네트워크를 이용한 고객의 사회적 역할 분석 및 활용방안

Chun, Heui-Ju
전희주

  • Received : 20110900
  • Accepted : 20111100
  • Published : 2011.12.31

Abstract

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.

Keywords

Social network analysis;CRM;ego-network;customer roles

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