Connecting Customer Relationship Management Systems to Social Networks

  • Hanno Zwikstra
  • Frederik Hogenboom
  • Damir Vandic
  • Flavius Frasincar
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 172)

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.

Keywords

Social Network Social Network Site Application Program Interface Customer Relationship Management Online Social Network 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Hanno Zwikstra
    • 1
  • Frederik Hogenboom
    • 1
  • Damir Vandic
    • 1
  • Flavius Frasincar
    • 1
  1. 1.Erasmus University RotterdamRotterdamThe Netherlands

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