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SOCIAL CRM
Social Graph
Definition: The Social Graph is the representation of our relationships.
In present day context, these graphs define our personal, family, or busi-
ness communities on social networking websites.
Jeremiah Owyang, 2007
What It Means and Why It Matters
The term social graph refers to the relationships between members of a social network
and the details around the ways in which those members are connected. The social
graph of an individual may extend beyond a single network, in which case this indi-
vidual forms a link between adjacent networks.
The social graph is important in business applications. By understanding the
ways in which participants in a social network are connected, it is possible to predict
how information will be transmitted through that network, and therefore the social
graph forms the basis for optimizing business participation in social networks.
Social Network
A social network is a social structure made up of individuals (or orga-
nizations) which are tied (connected) by one or more specific types of
interdependency, such as friendship, kinship, common interest, financial
exchange, dislike, sexual relationships, or relationships of beliefs, knowl-
edge, or prestige.
WikipediaWhat It Means and Why It Matters
The term social network refers to the collective facility—to Facebook or Orkut or the
Intel Developer’s Network and everyone contained within it.
In this sense, the term social network is a noun: it refers to a place (however vir-
tual it may be) where social interactions—aka “social networking”—occurs.
Social CRM
“Social CRM is the company’s response to the customer’s control of the
conversation.”
Paul Greenberg, 2009