• Journal of Korea Multimedia Society
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• v.12 no.6
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• pp.777-784
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• 2009

Recently, the importance of geoCRM (geographic Customer Relationship Management) systems are growing rapidly. So, result of the recognition that their applications extend well beyond the traditional CRM systems with the advent of ubiquitous environment and generalized location based services. A majority of traditional CRM systems are either incapable of managing spatial data or are not user-friendly when doing so. On the other hand, the geoCRM systems can be built as providing the geographic-based functions about CRM, including spatial and market analyses and the visualization of customer data, etc. However, it lacks the specific model and implementation of the geoCRM systems, being caused by the incomprehension of needs, the absence of related standards and the difficulties of development, and so on. In this paper, we develop a new spatial analysis supporting system that to enhance productivity through the convenient use and management of spatial data. The functionality provided by our system includes a set of analysis functions based on data mining techniques which allow a user to affect powerful transformation on spatial data. Particularly, both spatial data and non-spatial attributes can be efficiently handled as an object through our OODBMS.

• Proceedings of the Korea Multimedia Society Conference
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• 2002.11b
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• pp.5-8
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• 2002

전자상거래의 보편화와 더불어 인터넷 쇼핑몰이 급격히 늘어나면서 선택의 폭이 커짐과 동시에 고객에게는 선택의 불편이 있고, 판매자에게는 경쟁이 가중될 것이므로 더욱 치밀하고 편리한 마케팅 기법이 요구되어지고 있다. 따라서 인터넷 쇼핑몰에서의 개별고객의 니즈를 파악하기 위한 다양한 분석적 접근이 이루어지고 있다. 웹 데이터마이닝은 웹사이트에 접근한 사용자들의 개인별 접근패턴을 파악하고 예측하기 위해 로그파일을 분석한다. 본 연구에서는 eCRM의 핵심요소인 로그분석을 위한 데이터마이닝 엔진을 설계하고 구현한다.

• Proceedings of the Korea Information Processing Society Conference
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• 2007.05a
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• pp.469-472
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• 2007

갈수록 한방병원의 경쟁의 심화에 따른 수익성 감소와 의료시장 개방이라는 이중고 시달리고 있는 국내 한방병원이 의료 서비스 향상과 병원 관리의 효율성을 최대화시키기 위해 체계적이고 논리적으로 병원 시스템의 구축은 매우 중요한 일이다. 본 논문은 한방의료 분야와 IT 기술의 접목이며, 한방 병원의 이익을 극대화하기 위한 디지털 한방병원을 위한 한방의료 CRM 구현이다.

• Proceedings of the CALSEC Conference
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• 2004.02a
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• pp.255-257
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• 2004

Customer Relationship Management CRM(Customer Relationship Management) is a customer-focused business strategy designed to optimized profitability, revenus and customer satisfaction [Gartner Group](omitted)

• Proceedings of the Korean Information Science Society Conference
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• 2002.04a
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• pp.319-321
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• 2002

eCRM이란 고객 관리 시스템에서 인터넷을 이용해 기존의 시스템을 재구성하는 것을 말한다. eCRM은 고객만족을 극대화 하면서 동시에 관련 비용을 감소시킬 수 있는 새로운 고객관리 개념이라고 할 수 있다. 본 논문은 eCRM의 근간이 될 수 있는 기술로서 인터넷 배너 광고 관리 및 분석 시스템을 제안한다. 즉, 광고를 원활하게 인터넷 사이트 상에 배포하고 광고를 집행한 후에 효과를 과학적으로 정확하게 산출하는 광고 관리와 소비자의 성향을 분석해 광고 분석에 필요한 시스템을 설계 및 구현한다. 또한 단순한 배너 광고의 분석결과만 도출하는 것이 아니라, 분석 자료를 바탕으로 배너 광고를 자동으로 관리 할 수 있는 지능형 시스템을 JSP(Java Server Pages) 기반으로 설계 및 구현한다.

• CRM연구
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• v.4 no.1
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• pp.19-34
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• 2011

Recently, companies have interests in the adoption and diffusion of customer relationship management(CRM). And, as information and communication technologies and Internet technologies proliferate, they also have interests in e-CRM, which implements CRMusing online communication channels. Until now, many researchers have tried to identify the success factors of CRM and evaluate their relative importance. However, only a few studies have dealt with the success factors of e-CRM. For this reason, we aim at identifying and evaluating the success factors of e-CRM in order to provide the companies with the guideline for preparing the implementation of e-CRM. Our study adopts analytical hierarchy process(AHP) as a tool for evaluating these factors because it has been widely applied and validated for a long time. Whereas prior studies have analyzed the success factors from the organizational and technological perspective, our study analyzes them from the functional perspective. As a result, we found that the companies should manage all the CRM components including analytic-operational-collaborative CRM in good balance. Also, we found that the sufficient support from CEO, the acquisition of good quality customer data, and theonline processing capability for responding customers' requests effectively are important for the success of e-CRM.

• Journal of Information Technology Applications and Management
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• v.21 no.1
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• pp.17-34
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• 2014

As the numbers of Internet users have grown dramatically in recent years due to increased use of mobile devices, businesses using internet are also expanding rapidly. Internet marketing has the advantage of expanding business without any constraint of time and space using the global network which connects tens of thousands of world's computers and mobile devices. In a way of utilizing internet marketing, the present study examines the applicability of Customer Relationship Management (CRM) to the domestic professional baseball industry in Korea. The study focuses on the issue of whether the intangible value of customer satisfaction can create higher profits. We combine both inductive and conductive methods for this study. First, we carry out a random survey of baseball spectators and find that customers are willing to pay more when their satisfaction level is improved. Next, we recognize satisfaction factors that are considered as important by customers through literature survey. Then we use Decision Tree to find which satisfaction factors are most important to each clustered customer group. Finally we estimate how much they would pay more when the most important satisfaction factor improves by each customer group. Therefore, this study demonstrates that CRM implementation to one-to-one internet marketing can improve the profitability of baseball industry. The major contribution of the present study is to show that the introduction of CRM can be used as a profit-generating strategy in various industries for future internet marketing.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.726-738
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• 2016

This paper aims to examine structural relationship between the influence factors of customer loyalty, hypothesizing that m-CRM characteristics, market orientations, relationship quality and relationship length plays a crucial role in achieving customer loyalty in insurance companies. Total of 255 valid sample data were used to test study hypotheses. By using Structure Equation Modeling(SEM) method, the results show that m-CRM characteristics and customer orientation significantly influence to relationship quality except competitor orientation and all relationship quality are very significantly influence to customer loyalty being consisted of customer retention and word of mouth effect. In addition, the modulation effect of relationship length is confirmed about relationship between relationship quality and customer loyalty. A real situation we conducted our research may enable academics and practitioners to understand the antecedents and outcomes of m-CRM implementation in terms of market orientation.

• Management & Information Systems Review
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• v.12
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• pp.17-35
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• 2003

In the customer-centered era, financial institutions have understood the importance of Customer Relationship Management(CRM), and heavily invested into building the required technology infrastructure more than ever. In a competitive environment that are changing fast, knowledge management is necessary. To know customers' needs and desire, we have to approach their environment and mind, and the method by estimating in terms of supposing or imitating. Applying customers' knowledge is effective and will come up with a stepping-stone to get rid of threatening factors by having competitiveness in a competitive environment and extending and changing the corporation. This purpose, the study has identified knowledge-oriented infra that corporations know and customer relations by conducting a poll of local corporations and have presented motives that can effectively carry out knowledge-based customer relations. To gain competitive advantage, these Institutions need to understand their customers' potential value to find out more and to recognize the significant changes of customer. Then the CRM implementation will help Financial Institutions move to more of a sales culture away from product and closer to the customer.

• Proceedings of the Korean Information Science Society Conference
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• 2010.06b
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• pp.431-435
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• 2010

CRM (Customer Relationship Management)은 효율적 고객 관리를 통해 기업의 이익과 경쟁우위를 향상사킬 수 있는 비즈니스 전략 모델이다. 신문사도 일반 기업과 마찬가지로 신규 고객 유치와 기존 고객 유지에 다각도의 노력을 기울이고 있다. 국내 C신문사의 경우 CRM이 구축되어 고객정보의 획득과 관리가 용이해졌어도 지국이 입력한 고객정보가 온라인 마케팅을 하기엔 부적합하고, 인터넷을 통한 구독관련 셀프서비스 및 독자우대 콘텐츠를 제공하는 채널이 없었기에 그만큼 고객관리의 효용성이 떨어졌었다. 이를 해결하기 위해 고객과 직접 커뮤니케이션하면서 타사와 차별화된 혜택을 제공할 수 있는 고객 멤버십사이트를 설계 구현하였다. 이를 통해 고객 데이터의 정제는 물론 온라인 마케팅이 활발히 진행되고 고객 이탈의 억제 효과까지 나타냈다. 이는 고객관리를 활성화할 수 있는 효과적 방법으로 이용될 수 있을 것이다.