• Information Systems Review
• /
• v.8 no.1
• /
• pp.181-201
• /
• 2006

As the Internet spreads, many people have interests in e-CRM and product recommender systems, one of e-CRM applications. Among various approaches for recommendation, collaborative filtering and content-based approaches have been investigated and applied widely. Despite their popularity, traditional recommendation approaches have some limitations. They require at least one purchase transaction per user. In addition, they don't utilize much information such as demographic and specific personal profile information. This study suggests new hybrid recommendation model using two data mining techniques, association rule and classification, as well as intelligent agent to overcome these limitations. To validate the usefulness of the model, it was applied to the real case and the prototype web site was developed. We assessed the usefulness of the suggested recommendation model through online survey. The result of the survey showed that the information of the recommendation was generally useful to the survey participants.

• Korean journal of communication and information
• /
• v.45
• /
• pp.341-383
• /
• 2009

Customer Relationship Management (CRM) in the media field is a specialcustomer-centered management method based on the information technology in order to build a long-term relationship with customers, users or subscripted people of media services. The purpose of this study is to examine and compare the various strategies and the characteristics of customer relationship managements of domestic media corporations in the era of the digital convergence. The data is analyzed by in-depth interviews with the CRM managements of newspapers, cable & satellite broadcasters and telecommunication corporations. The result of the study shows that the practicing CRM in the media field has an influence on the management performance and the management's support influences the practice of CRM. CRM is practiced differently according to the scale of the media corporations and revenue. Also the study presents that media corporations which wanted to improve CRM are going through trials and errors caused by the lack of experience of the CRM market in Korea. Therefore this study would provide CRM strategy for CRM marketers in Korea. Furthermore, this study presents concepts to media corporations which do not apply to CRM yet, and theoretical backgrounds which do. Finally, the implication of the study, limitations and problems are explained and discussed.

• The KIPS Transactions:PartD
• /
• v.11D no.2
• /
• pp.485-494
• /
• 2004

Recently, the wireless internet terminals like mobile phones or PDAs prevail in the management of customers. With such terminals, businessmen can get business data and information of customers in real time, in connection with mobile group wares. By the wireless terminals, customers can conveniently get information of goods, search purchase sites, and give orders and do settlement. This paper aims to present the safe data integrity modules of the wireless internet terminal, for service providing correct real-time promotion information, by using users' disposition, situation, Purchase information. This study aims to suggest an implementation methodology of security module for data integrity of mobile internet terminal. This is based on the WTLS of WAP Protocol. This security module is expected to achieve central role in conversion of wireless internet environment and emphasis of encryption technology and safe and calculable wireless communication environment construction

• Journal of Intelligence and Information Systems
• /
• v.13 no.4
• /
• pp.17-34
• /
• 2007

Organizations have realized the importance of CRM. To obtain the maximum possible lifetime value from a customer base, it is critical that customer data is analyzed to understand patterns of customer response. As customer databases assume gigantic proportions due to Internet and e-commerce activity, data-mining-based market segmentation becomes crucial for understanding customers. Here we raise a question and some issues of using single SOM approach for clustering while proposing multiple self-organizing maps approach. This methodology exploits additional themes on the attributes that characterize customers in a typical CRM system. Since this additional theme is usually ignored by traditional market segmentation techniques we here suggest careful application of SOM for market segmentation.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2004.05a
• /
• pp.565-568
• /
• 2004

최근 ERP에 고객관계관리(CRM), 공급망관리(SCM), 지식관리(KMS) 등의 기능을 확장한 확장형 ERP에 대한 연구개발이 활발해지고 있다. 그러나 타산업과 달리 건설산업의 특수성으로 인한 정보화의 부진으로 인해 이러한 새로운 개념을 적용할 수 있는 ERP 확장모델이 없는 상태이며, 대기업의 경우 일부 이러한 모듈을 부분적으로 적용하려는 움직임은 보이고 있으나, ERP와 별도의 이종시스템으로 관리되고 있어 통합적인 ERP운용을 통해 얻을수 있는 효과를 기대하기 어려운 실정이다. 이에 본 연구에서는 산자부에서 건설표준ERP템플릿으로 지정받은 ERP엔진을 모체로 협력업체와의 인터페이스 제공을 위한 협업적IT시스템과 전자계약시스템, 그리고 변화되는 ISO에 대한 기업의 대처능력 향상을 위한 ISO인증관리시스템, 고객과의 관계관리를 위한 고객관계관리시스템, 절차서와 같은 기업 내의 표준화 된 문서를 관리하기 위한 전자매뉴얼관리시스템, 결재관리를 위한 그룹웨어, 기업 내의 지식저장소 관리를 위한 지식관리시스템을 연구범위로 하여 건설분야 확장형ERP 모델(E2CM)을 개발하였으며, 이를 검증을 위한 시스템(eCOMIS)을 개발하였다.

• Digital Contents
• /
• no.6 s.97
• /
• pp.86-87
• /
• 2001

최근 시장개방, 경쟁요소 증가, 경쟁구조의 변화 등의 경영 환경 변화에 따라 기업들에게 있어서 정보의 전략적인 활용은 기업생존의 필수 조건이 되었으며, 이에 따라 많은 기업들은 정보기술 부문에 투자를 하고 있다. 기업들은 전체적인 정보 인프라를 통합하여 정보를 효과적으로 관리하기 위해서 ERP 시스템을 도입하고 있으며, 고객정보를 전략적으로 활용하여 기업의 대고객 관계를 최적화하기 위해 CRM 시스템을 도입하고 있으며, 기업의 로지스틱스 프로세스를 효과적으로 관리하기 위해 SCM시스템을 도입하고 있다.

• Journal of Korea Society of Industrial Information Systems
• /
• v.16 no.2
• /
• pp.139-154
• /
• 2011

The golden rule of CRM should be core customers. They show such passionate partnership with the company that they actively put forth their opinion to improve products and service through voluntary pro-company activities and participate in the development of new products through open innovation. Therefore, the top priority of a company should be given to defining its core customers and accurately understanding and managing them, which would contribute to the growth of the company. It has become more important nowadays how to manage a long-term customer relationship, for it can assure the company of increased income in spite of steep competition with rival companies. Therefore strong customer relationship is an important means of proving the company with competitive edge and maximizing company income.

• Journal of the Korea Society of Computer and Information
• /
• v.11 no.2 s.40
• /
• pp.303-317
• /
• 2006

The process of segmenting customers in CRM should take into equal consideration both the companies' and customers' expected value. However, most of the current studies on customer segmentation have focused only on the companies view in terms of profitability. This study focuses on clarifying a problem and proposing a modified view in the customer segmentation step. The authors offer a proposition which is beneficial to both customers and companies, and thus makes the segmentation step more balanced. There is a two-pronged focus on customer segmentation in this study: first, this paper proposes a balanced view considering not only companies' expected value, but also that of the customers'. Secondly, such balanced segmentation will give a more accurate definition of loyal customers for a given company. This new approach can be expected to improve the level of satisfaction and the length of customer retention, and to increase effectiveness in corporate resource allocation for customer target marketing, as well as improve company insight into customer needs and preferences.

• The Korean Journal of Applied Statistics
• /
• v.24 no.6
• /
• pp.1237-1248
• /
• 2011

Social network analysis(SNA) has been recently applied to business areas such as social network services (such as Facebook and Twitter). In addition, the mobile telecommunication field attempts to analyze CDR(call detail record) data and apply customer relationship management and customer churn management through the use of social network analysis. The paper analyzes links between ego and alter based on ego-network and discovers four kinds of customer roles and then provides insights as a tool for customer relationship management or customer management.

• Korean Management Science Review
• /
• v.27 no.1
• /
• pp.33-43
• /
• 2010

This paper presents a method for the estimation and analysis of the economic value of weather forecasts for CRM decision-making problems in the leisure industry. Value is calculated in terms of the customer's satisfaction returned from the user's decision under the specific payoff structure, which is itself represented by a customer's satisfaction ratio model. The decision is assessed by a modified cost-loss model to consider the customer's satisfaction instead of the loss or cost. Site-specific probability and deterministic forecasts, each of which is provided in Korea and China, are applied to generate and analyze the optimal decisions. The application results demonstrate that probability forecasts have greater value than deterministic forecasts, provided that the users can locate the optimal decision threshold. This paper also presents the optimal decision strategy for specific customers with a variety of satisfaction patterns.