Business Intelligence

Group CRM: A New Telecom CRM Framework From Social Network Perspective

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Executive Summary

The structure of customer communication network provides a natural way to understand customers' relationships. Traditional customer relationship management (CRM) methods focus on various customer profitability models, and they are short of ways to understand the social interactions. Graph mining and social network analysis provide ways to understand the relationships between customers, and there are already a few applications in CRM using these methods. In recent years, there has been an increased focus on Social Network Analysis (SNA) in the data mining community, and Customer Relationship Management (CRM) has been an active field of data mining applications. Integrating the techniques of social network analysis with CRM enables companies to better customer service.

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