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A Comparative Case Study on Success Factors Affecting the Renewal and Establishment of Customer Service Information Systems for a Customer Center

고객서비스 정보시스템 재구축과 신규구축 성공에 영향을 미치는 요인에 관한 비교사례연구

  • 홍병선 (KCA서비스 경영지원팀) ;
  • 고준 (전남대학교 경영학부)
  • Received : 2019.01.22
  • Accepted : 2019.05.15
  • Published : 2019.09.30

Abstract

Rrecently, companies have made great efforts to satisfy various needs and heightened expectations of customers, and the importance of customer center as customer contact department for customer relationship management is increasing. In the knowledge ecosystem, corporate customer centers are emerging as a new alternative to acquiring corporate competitiveness by increasing sales and increasing market share by improving marketing support activities and customer relationship management at customer contact points. As a result, the interest in the customer center has increased rapidly because it provides the opportunity to contact with the customer. In addition, in the era of the fourth industrial revolution, the customer center, which is a collection of information and communication technologies, has a big databased voice recognition technology to elaborate customer service, thereby enhancing customer satisfaction and contributing to marketing through continuous interaction with customers. Of course, we have the opportunity to transform into the frontline business intelligence front for customer knowledge. This study is a comparative case study on how the customer center of K Life Insurance that takes the lead in the customer center industry has successfully renewed and established their key information systems to improve customer services and reinforce marketing support competencies. Based on the above, this study will present factors affecting successful implementation and settlement of the customer service information systems of customer centers by independently analyzing two individual cases.

Acknowledgement

Supported by : 전남대학교

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