Abstract: The study aims to develop a framework of social
network management to enhance customer relationship. Social
network management of this research is derived from social network
site management, individual and organization social network usage
motivation. The survey was conducted with organization employees
who have used social network to interact with customers. The results
reveal that content, link, privacy and security, page design and
interactivity are the major issues of social network site management.
Content, link, privacy and security, individual and organization
motivation have major impacts on encouraging business knowledge
sharing among employees. Moreover, Page design and interactivity,
content, organization motivation and knowledge sharing can improve
customer relationships.