Connecting Customer Relationship Management Systems to Social Networks
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.
KeywordsSocial Network Social Network Site Application Program Interface Customer Relationship Management Online Social Network
Unable to display preview. Download preview PDF.
- 1.Buttle, F.: Customer Relationship Management: Concepts and Technologies, 2nd edn. Butterworth Heinemann (2009)Google Scholar
- 2.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)Google Scholar
- 4.Laura Garton, C.H., Wellman, B.: Studying Online Social Networks. Journal of Computer-Mediated Communications 3(1) (1997)Google Scholar
- 6.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)Google Scholar