Abstract
As the popularity and the commercial potential of social networks such as LinkedIn and Facebook increase, we present a framework that aims to reuse social networks data within a customer relationship management (CRM) application. The framework has been implemented in LinkedInFinder that pulls data from LinkedIn into the Microsoft Dynamics CRM system. Our proof-of-concept implementation demonstrates the use of the proposed framework, based on a use case to find seconddegree connectionswithin one’s network that work at a specific company of interest. A survey amongst target users suggests that the application is useful and adequately designed for the intended use.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Buttle, F.: Customer Relationship Management: Concepts and Technologies, 2nd edn. Butterworth Heinemann (2009)
Gilbert, E., Karahalios, K.: Predicting Tie Strength With Social Media. In: 27th International Conference on Human Factors in Computing Systems, CHI 2009, pp. 210–220. ACM (2009)
Greenberg, P.: The impact of CRM 2.0 on Customer Insight. Journal of Business & Industrial Marketing 25(6), 410–419 (2010)
Laura Garton, C.H., Wellman, B.: Studying Online Social Networks. Journal of Computer-Mediated Communications 3(1) (1997)
Leary, B.: The Tweet Is Mightier than the Sword. CRM Magazine 13(1), 48 (2009)
O’Reilly, T.: What is Web 2.0: Design Patterns and Business Models for the Next Generation of Software. International Journal of Digital Economics 65(1), 17–37 (2007)
Payne, A., Frow, P.: A Strategic Framework for Customer Relationship Management. Journal of Marketing 69(4), 167–176 (2005)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Zwikstra, H., Hogenboom, F., Vandic, D., Frasincar, F. (2013). Connecting Customer Relationship Management Systems to Social Networks. In: Uden, L., Herrera, F., Bajo Pérez, J., Corchado Rodríguez, J. (eds) 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing. Advances in Intelligent Systems and Computing, vol 172. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-30867-3_35
Download citation
DOI: https://doi.org/10.1007/978-3-642-30867-3_35
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-30866-6
Online ISBN: 978-3-642-30867-3
eBook Packages: EngineeringEngineering (R0)