International Network for Social Network Analysis - INSNA Curso de redes sociales Customer relationship management Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Types Marketing and Customer Service CRM systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales. CRM in customer contact centers CRM systems are Customer Relationship Management platforms. Appointments CRM software programs can automatically synchronize suitable appointment dates, times, and methods for customer contact. CRM in B2B market The modern environment requires one business to interact with another via the web. Despite the general notion that CRM systems were created for the customer-centric businesses, they can also be applied to B2B environments to streamline and improve customer management conditions. AmoCRM
How to do social network analysis Social network analysis [SNA] is the mapping and measuring of relationships and flows between people, groups, organizations, computers, URLs, and other connected information/knowledge entities. The nodes in the network are the people and groups while the links show relationships or flows between the nodes. SNA provides both a visual and a mathematical analysis of human relationships. Management consultants use this methodology with their business clients and call it Organizational Network Analysis [ONA]. ONA allows you to x-ray your organization and reveal the managerial nervous system that connects everything. To understand networks and their participants, we evaluate the location and grouping of actors in the network. We look at a social network -- the "Kite Network" above -- developed by David Krackhardt, a leading researcher in social networks. Degree Centrality Betweenness Centrality Closeness Centrality Network Centralization Network Reach Not all network paths are created equal.
Introduction to social network methods Robert A. Hanneman and Mark Riddle Introduction to social network methods Table of contents About this book This on-line textbook introduces many of the basics of formal approaches to the analysis of social networks. You are invited to use and redistribute this text freely -- but please acknowledge the source. Hanneman, Robert A. and Mark Riddle. 2005. Table of contents: Preface1.