• Journal of the Korean Data and Information Science Society
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• v.21 no.2
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• pp.251-262
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• 2010

While outsourcing has become a basic strategy of the information system adoption, there is an emerging needs to analyze the gap between the required data and the existing data for the new system from an adopting company's perspective. In CRM adoption failure cases, the first reason is adopting company pay no attention to the data that will support investment and systems. So far, there is no attempt to consider data driven approach in information system adoption field. Hence, we propose Information System Adoption Model based on Data (ISAMD) and show how to use in real world by simulation. By using ISAMD, information system adoption decision maker can simulate the needed data and related cost with various information system alternatives in short term, and long term planning. ISAMD can prevent the possible threat of unexpected data cost in adopting new system at the adopting decision stage.

• The Korean Journal of Applied Statistics
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• v.21 no.2
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• pp.211-219
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• 2008

Customer Loyalty is very important for a company to be survived and to make profit for a long time. Especially, since the credit card company has to manage proper card members and merchants, the CRM(Customer Relationship Management) is much emphasized. A loyalty score is more essential to credit card companies which provide differential financial services based on card members and merchants than any other companies. In this paper, we discuss behavioral measures to define customer loyalty and suggest a method to make loyalty score with an example of a credit card company. The loyalty score developed is considered easy to understand and simple to apply in card industry. In the development of loyalty score, first, we define the loyal customers and non-loyal customers by measuring variables indicating loyalty. And we perform individual logistic regression by each exploratory measuring variable and obtain the weight of measure variables using Chi-square statistics which is used for model fitness. The loyalty score suggested shows very stable results in terms of PSI (Population Stability Index) as time goes.

• Journal of the Korean Society of Costume
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• v.56 no.2 s.101
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• pp.83-100
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• 2006

As online fashion businesses achieve rapid growth in the last few years, they gather various kinds of customer information through customer registration procedures and expect to utilize this information for CRM programs. The purpose of this study were to understand the current practices of customer information management of online fashion companies and to discuss how to improve it for the benefit of both customers and fashion businesses. This study included three steps of empirical data collection process: First, online fashion companies were visited and content analyzed at three time periods-2002, 2003, and 2004. Second, a questionnaire was developed and surveyed with 488 customers. And third, interviews with two groups were conducted, one with customers who experienced customer registration with online fashion companies and the other with experts of web developing. Through customer registration procedures, personal and contact information such as name, citizen registration number(social security number), home address, home telephone number, and cellular phone number were most frequently required. Customers were asked to provide more specific information regarding their privacy, online behavior, and taste recently. The variety of information category in 2004 observation was larger than 2002, but the amount of required information from each company got smaller. Customers tended to provide some false infor- mation, and the most frequently cited reason for that was 'too much hassle' and 'no practical benefit from information provision'. Customers were concerned with the exposure of personal information such as citizen registration number. The ideal number of pieces of information required was identified as 3 to 5 including name, phone number, and address. The paper was concluded with the discussion of customer information management from CRM perspective, CRM program, information analysis methods, and security.

• Management & Information Systems Review
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• v.23
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• pp.1-23
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• 2007

Small and Medium Business Associate has supporting small and medium business and private business for establishment business and sales increasing with various policy since 2005. Arousing the interesting on customer relationship management, small and medium business and private business have recognized the necessity of the concept and introduction the CRM. This study suggested the effectiveness of the CRM throughout real cases of the CRM for small and medium business managers in order to rising sales in such an environment. The case of this study tried to figure it out to accomplish manager's ends of small and medium business to get successful business results based on innovative volition and mind trying to change. The owner who has experience 12 years in meat sales was analyzed the results of aptitude test that the business is highly appropriate to him in personality and aptitude. As also saw the strength and opportunity of SWOT analysis, he has an excellent talent for friendship, knowledge of searching Internet and organizing information, and learning ability. This study provided a marketing policy, ideas of customer services and system remodeling to improve relationship with customer, and a division diagnosis of business activities. The owner has an excellent friendship, so that this study suggest to remodel interior inside store clearly and sanitary displaying on products, to introduce aggressive and concentrated marketing strategies, and to recognize the important of public relation.

• Management & Information Systems Review
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• v.5
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• pp.61-79
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• 2000

This research suggests the strategic adoption methodology of Customer Relationship Management. The backgrounds of CRM is the business environment changing that Market power is shifting to the customer who has unprecedented powers of choice today. The strategic adoption of Customer Relationship Management determines the value, needs and preferences of each customer or customer segment. Customer Relationship Strategy is an explicitly defined plan for how a company has decided to connect with, relate to, and focus on its chosen customers to create value. Deliberate decisions must be made, often involving trade-offs, so that investments are aligned with customer needs and value. Plan defined in terms of target customers value proposition, role in value delivery, and risk/reward sharing. All customers are not created equal; specific customers and/or customers segments are more desirable/valuable to pursue. Key premise of CRM is that value can be created by changing company's business model to better connect with customers. Area of service of Customer Relationship Management are as follows. Portfolio strategy, Market Opportunity Assessment, Brand Equity, Market Positioning, Pricing, Channel Strategy, Market Segmentation. Target Market Identification, Customer LifeTime Value Analysis, Customer Profitability, Customer Connections Economics Analysis. The objects of CRM are maximizing customer service effectiveness, improving customer loyalty, increasing customer service efficiency, optimizing intelligence about customer behaviors and preferences.

• Korean Institute of Interior Design Journal
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• no.37
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• pp.63-70
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• 2003

Housing market in korea has changed from seller's market to buyer's market since mid of 1990. The housing contractors also changed their conventional ideas and strategies of design of housing facilities in order to survive in the housing industry, They look for ways and means to better respond to client's needs and to better serve user's values. Recently customer relationship management(CRM) technique has been introduced in the housing business. CRM gives emphasis on ongoing relationship with customers. Housing cultural center is a place where customers and contractors can exchange informations. This study aims to extract design and operation issues of housing cultural center.

• Archives of design research
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• v.15 no.3
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• pp.271-280
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• 2002

These days information technology and internet have made startling progress. In these developing environments, the strategy or marketing based on existing off-line is getting more difficult to accomplish the role of the improvement of business competitive power, and they are bringing out a lot of changes in information management and marketing performance method about consumers due to digital networking between companies and consumers. These developments and changes make many varieties in the way of design studying methodology. Therefore, in this study, considering the aspects of design, society and environment, after I developed the consumer response framework about products design which is argued by Bloch(1995) ; distinct relationship model among preference degree- design image adjective - design factors, we established design information abstraction solution combined with the interaction based on IT as eCRM in real time. This suggested solutions will provide product designers with good information in finding the design factors which consumers prefer.

• The Journal of the Korea Contents Association
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• v.7 no.11
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• pp.59-68
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• 2007

According to the development of service industry recently, the use of call taxi service is increased to use a taxi more comfortably. But related firms hesitate to construct a call center on account of enormous expense of constructing. Hence we developed the system that can minimize expense of constructing a call center which use a cellular phone. The proposed system is different from the existing call system of using a terminal method. we designed by applying UML(Unified Modeling Language) the system that can integrate and manage operations of customer management, driver management, order management and settlement of accounts etc. more efficiently using CTI(Computer Telephony Integration). Then the designed system is constructed by using Visual Basic 6.0. For implementing CTI more effectively, calling number of customer is received in PC using CID that is commercialized and then the customer's information is retrieved in the Database in real-time. The system proposed in this paper is possible to construct at low expense, can improve customer service level through an efficient customer management solution.

• Journal of Korea Society of Industrial Information Systems
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• v.8 no.2
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• pp.54-61
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• 2003

This study tried to identify factors influencing on consumer trust of Internet Shopping Mall. There found five factors; transaction security, Validation & contact, company image, nevigation & convenience and consumer style. These factors were correlated with internet shopping variables and there were difference of mean factor scores among consumer groups classified by frequency of online buying.

• 한국IT서비스학회:학술대회논문집
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• 2006.05a
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• pp.439-446
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• 2006

각 분야에서 최고를 자랑하는 전사적자원관리(ERP), 공급망관리(SCM), 고객관계관리(CRM), 지식관리(KM) 등의 솔루션을 도입하더라도 개별 솔루션만으로 모든 부분을 만족시킬 수는 없다. 이에 대한 대안으로 이들 솔루션들과 기존의 분산 환경 및 메인 프레임 환경을 통합하는 전사적인 기업애플리케이션통합(EAI)이 대두되고 있다. 본 연구는 주식회사 대교의 전사 기업애플리케이션 통합(EAI) 구축사례에 대한 분석을 통하여 EAI 추진방법 및 구성 그리고 주요성공요인들을 제시하였다. 본 연구에서 제시한 내용들에 대하여 구체적으로 살펴보면 첫째, EAI 프로젝트의 추진목표, 전략, 추진조직 및 추진방법론, 둘째, 구현된 EAI 구성 및 특징, 셋째, EAI 구축성과 및 주요성공요인 등이다. 본 연구는 향우 EAI을 도입할 기업에게 EAI 구축과 관련한 유용한 자료가 되도록 하였다.