Creating a Customer Influence Factor to Decrease the Impact of Churn and to Enhance the Bundle Diffusion in Telecommunications Based on Social Network Analysis

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Telecommunications' industry evolves into a high competitive market which demands companies to put in place an effective customer relation approach. Social network analysis can be used to increase the knowledge related to the customers' influence, arising relevant information to turns the customer experience better. SNA can be used to evaluate the customers' links and therefore clarify distinguishes aspects about the virtual communities inside the networks, allowing companies to deploy a more effective action plan to better diffuse their products/services and avoid churn.