SOCIAL NETWORK ANALYSIS EVALUATING THE CUSTOMER’S INFLUENCE FACTOR OVER BUSINESS EVENTS

The telecommunication industry has evolved into a highly competitive market, which requires companiesto put an effective customer relation approach in place. In order to increase customer relationshipmanagement, social network analysis (SNA) can be used to increase the knowledge related to thecustomers’ influence. SNA can improve relevant information that helps to increase the customerexperience. It can be used to evaluate the customers’ relations and therefore clarify distinguishingaspects about the internal communities inside the entire network, allowing companies to deploy a moreefficient action plan to better diffuse their products/services and avoid the customer’s churn. In this paperwe present an approach to evaluate the customer influence factor related to business events