Date Added: Oct 2010
The telecommunication industry has evolved into a highly competitive market, which requires companies to put an effective customer relation approach in place. In order to increase customer relationship management, Social Network Analysis (SNA) can be used to increase the knowledge related to the customers' influence. SNA can improve relevant information that helps to increase the customer experience. It can be used to evaluate the customers' relations and therefore clarify distinguishing aspects about the internal communities inside the entire network, allowing companies to deploy a more efficient action plan to better diffuse their products/services and avoid the customer's churn. In this paper the authors present an approach to evaluate the customer influence factor related to business events.