New social network metrics for CRM 2.0.

Summary Social networks are mainly considered by marketers as valuable earned media on account of their potential viral audience. They also constitute a source of big data on individuals increasing marketers' knowledge on consumers or prospects. Matching social networks and transactional data, this research focuses on innovative scoring of Facebook active fans in order to implement a CRM 2.0 strategy. Our contribution consist first in developing a specific crawler with a big data infrastructure to collect automatically Facebook brand pages data, and second in scoring active Facebook active fans through algorithms developed with R. We propose several operational recommendations based on this work which also opens future researches.