Apports des réseaux sociaux dans les SI : Une application à la gestion de la relation client

In recent years, the Web has evolved into an exchange platform. Customer relationship management must evolve and connect to social networks and place the company at the heart of communication. We propose in this paper an approach to community detection of customers of a company based on explicit and implicit behavior of customers. For this, we define a similarity measure, between a user and a tag, that takes into account the rating and consulting resources and user contacts. We validate this approach against a small database. MOTS-CLÉS : communautés, réseaux sociaux, relation client, gestion de la relation client, Social CRM, découverte de communautés, profils, modélisation d’utilisateur, tags, Web 2.0.