Connecting Customer Relationship Management Systems to Social Networks

H (Hanno) Zwikstra; Frederik Hogenboom; Damir Vandic; Flavius Frasincar

doi:10.1007/978-3-642-30867-3_35

Connecting Customer Relationship Management Systems to Social Networks

H (Hanno) Zwikstra
, Frederik Hogenboom
, Damir Vandic
, Flavius Frasincar

Research output: Chapter/Conference proceeding › Conference proceeding › Academic › peer-review

1 Citation (Scopus)

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 second-degree connections within 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.

Original language	English
Title of host publication	7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing
Editors	F. Herrera, J.B. Peréz, L. Uden, J.M. Corchado Rodríguez
Publisher	Springer-Verlag
Pages	389-400
Number of pages	12
Volume	172
ISBN (Print)	9783642308666
DOIs	https://doi.org/10.1007/978-3-642-30867-3_35
Publication status	Published - 11 Jul 2012

Research programs

EUR ESE 32

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10.1007/978-3-642-30867-3_35

http://hdl.handle.net/1765/54013

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Zwikstra, H., Hogenboom, F., Vandic, D., & Frasincar, F. (2012). Connecting Customer Relationship Management Systems to Social Networks. In F. Herrera, J. B. Peréz, L. Uden, & J. M. Corchado Rodríguez (Eds.), 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing (Vol. 172, pp. 389-400). Springer-Verlag. https://doi.org/10.1007/978-3-642-30867-3_35

@inproceedings{9356bb939dbc483a8359f252a1e23406,

title = "Connecting Customer Relationship Management Systems to Social Networks",

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 second-degree connections within 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.",

author = "Zwikstra, \{H (Hanno)\} and Frederik Hogenboom and Damir Vandic and Flavius Frasincar",

year = "2012",

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doi = "10.1007/978-3-642-30867-3\_35",

language = "English",

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volume = "172",

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editor = "F. Herrera and J.B. Per{\'e}z and L. Uden and \{Corchado Rodr{\'i}guez\}, J.M.",

booktitle = "7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing",

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Zwikstra, H, Hogenboom, F, Vandic, D & Frasincar, F 2012, Connecting Customer Relationship Management Systems to Social Networks. in F Herrera, JB Peréz, L Uden & JM Corchado Rodríguez (eds), 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing. vol. 172, Springer-Verlag, pp. 389-400. https://doi.org/10.1007/978-3-642-30867-3_35

Connecting Customer Relationship Management Systems to Social Networks. / Zwikstra, H (Hanno); Hogenboom, Frederik; Vandic, Damir et al.
7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing. ed. / F. Herrera; J.B. Peréz; L. Uden; J.M. Corchado Rodríguez. Vol. 172 Springer-Verlag, 2012. p. 389-400.

Research output: Chapter/Conference proceeding › Conference proceeding › Academic › peer-review

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AU - Vandic, Damir

AU - Frasincar, Flavius

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Y1 - 2012/7/11

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AB - 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 second-degree connections within 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.

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EP - 400

BT - 7th International Conference on Knowledge Management in Organizations: Service and Cloud Computing

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PB - Springer-Verlag

ER -

Connecting Customer Relationship Management Systems to Social Networks

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