Managing Social Profiles in Your CRM (Part 3)


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Part 3: Forming Unique Identities

In this series of three blog posts we’re investigating a few
technical challenges for social CRM solutions. In
part one
we looked at the problem of finding people on
social networks
. In
part two
we discussed hiding various issues with social
network APIs
. And in this last part we look at the
problem of duplication of network profiles

When you’re working with social data from multiple networks, you
inevitably encounter a number of challenges concerning people’s
on-line profiles. I will list a few of them here:

Vanity urls
Websites like Facebook and LinkedIn enable their users to define
vanity urls (short names for their online profiles). This is
optional. Some users have them, other users don’t. This can
pose a problem for social CRM systems
because search
engines sometimes give the original (long) URL to people’s
profiles, and sometimes the short vanity URL. Such differences need
to be resolved before evaluating links to people’s on-line

Renamed accounts
On Twitter and other networks it is possible for people to
change their user name
. But most tools use this user name
to link to a person on Twitter, meaning that such references can
become invalid. Social CRM systems may need to figure out that
accounts have been renamed, and that they need to link to people’s
new user names.

Multiple profiles
When people have accounts on multiple networks, it would be nice
to know which profiles belong to the same person.
For example, when you know someone’s Twitter profile, and some time
later you get in contact with that person on Facebook, it would be
nice to know that it is in fact the same person that you already
have connected to via Twitter.

There are no out-of-the-box solutions that address each of these
challenges. But we can count on it that multiple businesses are
trying to solve such issues with people’s social network profiles.
Because they must be solved in order to build a social CRM
solution that treats customers as complete unique
, and not as a messy collection of broken social
network data.

(go to
part 1: Finding Social Profiles
part 2: Hiding Network Issues

Republished with author's permission from original post.


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