Apports des réseaux sociaux pour la gestion de la relation client

@article{BasailleGahitte2014ApportsDR,
  title={Apports des r{\'e}seaux sociaux pour la gestion de la relation client},
  author={Ian Basaille-Gahitte and Lylia Abrouk and Nadine Cullot and {\'E}ric Leclercq},
  journal={Ing{\'e}nierie des Syst{\`e}mes d Inf.},
  year={2014},
  volume={19},
  pages={85-109}
}
Depuis quelques annees, le Web s'est transforme en une plateforme d'echanges. La gestion de relation client doit evoluer pour tirer partie des donnees disponibles sur les reseaux sociaux et mettre l'entreprise au coeur des echanges. Nous proposons dans cet article une approche generique de detection de communautes de clients d'une entreprise, basee sur leur comportement explicite et implicite, integrant des donnees de sources diverses. Nous definissons une mesure de similarite, entre un… 

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