• Journal of the Korea Society of Computer and Information
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• v.10 no.4 s.36
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• pp.295-304
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• 2005

A Core Study on the Introduction of CRM to use e-contents to the Local Government. This study extracted the core principles about the Introduction of CRM that used E-Contents fundamental technology in the local government, and showed the considerations and the examined details to introduce the real CRM.. It integrated the success factors of CRM and the source that took the success by using the intentional result in order to build the concept model for the Introduction of CRM. And the concept model of CRM showed what factors can gain according to an administrative organ and the function and role of the administration. This study result will be the base for experienced survey in case that the local government will introduce CRM to use e-contents fundamental technology hereafter. And it will offer the foundation to show the directions about application of CRM in the local government and to apply the standards and the administrative guidelines to the CRM's officials.

• Korean Journal of Construction Engineering and Management
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• v.4 no.2 s.14
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• pp.82-90
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• 2003

An enterprise has evolved to meet social changes and customers' requirements. The construction industry has also evolved according to the changes and requirements, therefore it comes to manage the relationships with customers. However, the customer management in the construction industry has not been quite genuine, since it has been mainly oriented for public relations and advertisements of companies. The genuine customer management should not only systemize customer data but also provide strategy to utilize it through managing relationships with customers as well as customers themselves. In order to apply customer relationship management (CRM), which is a more aggressive and structured business strategy, this paper tries to redefine customers in the construction industry; identifies differences from the existing CRM business strategy; and suggests a desired CRM business strategy and it roles in the construction industry.

• 한국IT서비스학회:학술대회논문집
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• 2002.11a
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• pp.1-6
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• 2002

기업간의 경쟁이 치열하여지며 새로운 고객의 유치에 많은 비용과 노력이 드는 상황에서, 고객과의 관계를 어떻게 유지하고 발전시켜 나가느냐가 기업의 지속적인 경쟁우위를 확보하는 중요한 수단이 되고 있다. 요즈음 산업계에서 화두가 되고 있는 고객 관계 관리(CRM)가 치열해지는 경쟁시장에서 기업의 지속적인 경쟁우위를 확보하는 주요한 전략으로 등장하였다. 성공적인 고객관계 관리를 실행하기 위하여 고객의 가치, 브랜드 자산 등을 포함하는 고객자산의 개념정립과 전략적 관리가 필요하다. 본 연구 에서 고객관계에 관련된 고객자산의 개념을 고찰하고 이를 전략적으로 활용하는 방안 을 분석하고자 한다. 또한 CRM의 성공적인 도입과 활용을 위하여 필요한 여건과 조치를 제시한다.

• Journal of Navigation and Port Research
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• v.42 no.1
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• pp.67-78
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• 2018

This paper aims to investigate the nature of Customer Relationship Management (CRM) in liner shipping industries, study the organization's general characteristics which could help to promote such CRM practices, and analyze the relationship between the CRM and the organization's effectiveness. The result of analysis shows that the organizational characteristics which affect the CRM most in shipping industries are the market orientation and the CEO's support. In particular, the CRM was proven to have significant impact on employee satisfaction, service competitiveness enhancement, financial performance, customer satisfaction and the repurchase intention of the customers. This study also suggests that the CRM of liner shipping industries should be enforced comprehensively in synchronization with organizational characteristics, such as organizational culture and organizational systems. Based on such organizational characteristics, the noted CRM strategies were justified to have significantly impacted the overall management performance of the organizational performance of shipping industries and the customer's satisfaction and repurchase intention. This study would be appreciated as a meaningful analysis on the CRM in liner shipping industries which pursues the best interests of both shipping companies and customers.

• Journal of the Korea society of information convergence
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• v.8 no.1
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• pp.1-11
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• 2015

Today in modern Marketing CRM and environment of Marketing of Marketing need a various strategy. Modern Marketing needs more than merchandise and service to survive. The understanding of market's trend is the most important thing in various environments. The flow of market is to make the reliable relationships between comsumer and CRM then Marketing is creating the value of the customer. According this study gives a basic establishment of marketing strategy about various customership and makes use of analytic data.

• Journal of the Korean Society for Library and Information Science
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• v.36 no.2
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• pp.25-38
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• 2002

Libraries today have to investigate the methods connecting the results from continuously collected customer information with their activities, policies, and procedures. In other to prevent customer secession and to obtain new customers, it is necessary to effectively offer the processes for every customer related service, that is, the contact, the reguest, satisfaction, etc. This is Customer Relationship Management(CRM). This study aims to introduce the concept, the constitution elements, and theories for importation and application of CRM, and to investigate the possibility for library application. Also, it is emphasized the necessity for new marketing strategy Putting the customer value Preferentially in libraries.

• Digital Contents
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• no.9 s.76
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• pp.72-79
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• 1999

수익성 없는 고객주의나 단기적인 수익성만을 강조하는 무시 주의는 CRM과는 배치되는 사고이다. CRM은 장기적인 가치를 극대화하는 것을 목표로 한다. 또 CRM은 고객과 기업이 합리적인 혜택을 주고 받는 과정에서 상호의 이익을 극대화하는 것을 목표로 한다. 필자는 이번호부터 고객관계관리의 전략적인 가치를 비롯해 조직의 혁신, 정보기술과의 연계방안, 발전 방향에 대해 살펴보고자 한다.

• Information Systems Review
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• v.5 no.1
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• pp.113-127
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• 2003

In recent studies, there has been much interest in knowledge sharing between the company and customer. Yet, there is little empirical work on the impact of the factors on CRM performances. The purpose of this study is empirically analyzing the effects of organizational factors of knowledge management, CRM system factors, and trust on CRM performances. The findings indicate that 3 factors (knowledge-oriented organizational culture/characteristic, technical systems, trust) are significantly related to CRM performances. However, the relationships between other factors (knowledge-oriented leadership, knowledge-oriented strategy, education & reward) and CRM performances are not significant.

• 한국IT서비스학회:학술대회논문집
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• 2007.05a
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• pp.3-8
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• 2007

최근 기업에 적용하고 있는 CRM을 공공부문에 도입하고 있어 그 필요성과 효과에 대한 검증이 필요하다. 이를 위해 기존 서비스 품질과 고객관계관리를 연구하여 공공행정 서비스 품질 차원을 도출한 다음, 공공부문 근무자를 대상으로 설문을 실시하였다. 요인분석결과 9개 요인이 추출 되었으며, 이를 독립변수로 하고 행정업무 효율화를 종속변수로 하여 회귀분석한 결과 고객관계관리 영역에서 공감성은 유의하게 나타났으나, 의사소통, 고객세분화와 맞춤서비스는 유의하지 않는 것으로 나타났다. 이는 고객관계관리가 고객만족에는 영향을 미치지만, 공공부문 근무자들에게는 부담으로 작용하고 있음을 알 수 있으며, CRM이 고객만족에 영향을 미치고 있음을 고려하여 고객만족과 업무효율화가 절충될 수 있도록 공공 고객관계관리 개념의 정립과 공공CRM을 위한 데이터 및 시스템 구축이 요구된다.

• Digital Contents
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• no.11 s.78
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• pp.62-67
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• 1999

정교한 정보분석 기술을 사용하지 않는다고 해서 고객관계관리 (CRM)가 이루어질수 없는 것은 결코 아니다. 그러나 수백만에 이르는 고객들은 각기 특성에 차별적으로 관리하기 위해서는 수많은 의사결정이 필요하며, 또한 이를 위해서 수많은 분석이 이루어져야 하기 때문에 정보기술의 도움을 받을 수 밖에 없다. 이번호에서 생각해 보는 주제는 CRM을 위한 정보의 저장 및 분석을 위한 기술들이다.