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The structure of customer communication network provides us the insights into the function of customers' relationships. In this paper, we use egocentric social network to explore how people manage their personal and group communications over time. Our primary goal is that our findings can provide business insights and help devise strategies for telecom service providers. We are interested in tracking...
An interesting property of network is that the information is not only contained in the entities, but also in the links between them. As the structure of the co-authorship network can greatly influence its function and reflect how the internal information is exchanged. We attempt to get deep insight of the features in a co-authorship network at a university. This is done by the following two steps...
As acquiring and retaining the most profitable customers are challenging tasks of service providers, various CRM tools are used to support these processes. Traditional CRM methods focus on various customer profitability models in different scenarios based on their past profit contribution. Social network analysis provides a natural way to understand the relationships between customers; however, this...
Optimized resources allocation is a practical way for service provider responds to customer's service request with limited resources, the base of which is the business value to service request. In this paper, we analyze the cases of value-added services in telecommunication industry, and propose a comprehensive framework to calculate value of service request, which includes service value, customer...
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