• Information Systems Review
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• v.12 no.1
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• pp.1-22
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• 2010

Demands onenterprise applications are changing drastically in terms of service and value. Currently enterprises have started to view these applications as service systems, as they combine technology with organizational networks designed to deliver services that satisfy the needs of customers and marketing operations. Social networking is playing a crucial role in this direction and provides organizations with the critical data that enable to build strong relationships with their customers and partners. Enterprises have started using this concept, by integrating social networking services with their enterprise applications such as CRM. In this paper, we combine an open source social networking engine with a CRM (Customer Relationship Management) application to constitute a social CRM system. This can bring the customers closer to the enterprise and facilitate better communication with them. Social Networking Analysis constructs were used to analyze the effectiveness of service system. In the current competitive and economically challenging conditions, salespeople needs to quickly and effectively establish meaningful communication with customers. Our approach can address this issue, by handling the changing customer demands in minimal time, and increases service quality and business value.

• Journal of the Korea Safety Management & Science
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• v.9 no.3
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• pp.111-118
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• 2007

What is CRM(Customer Relationship Management) means that planning, executing, and re-accessing the marketing strategy based on the customer character by analyzing the material related to customers. That is CRM is a strategy of customer service on the base of data. In the case of the telecommunications and a newspaper, there are restricted application of CRM, because they are provided services by paying a given amount of money within a given period of time. This paper develops CRM model(chum prediction model) that can apply to a newspaper. For model-building, real data were used which were collected from one of the major a newspaper company in Korea. Also, this paper verifies the efficient result.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.4 s.163
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• pp.594-603
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• 2007

The purpose of this study was to examine which variables affect customer relationship management in TV home shopping. Three hundred customers who had purchased fashion products in TV home shopping had participated in this study. The data was analyzed by factor analysis, t-test, correlation analysis and path analysis using SPSS program. As the result, 'service', 'information', 'contents', 'reputation', and 'benefits' variables had the effects on 'trust': especially, 'service' had the major effects on 'trust' The 'trust' and 'security' had the effects on 'commitment'. The 'price' variable had only effect on relationship maintenance. Also, 'trust' and 'commitment' had the 'relationship maintenance' Specifically 'commitment' had higher effect on relationship maintenance than 'trust' did. The results of this study would provide CRM marketing strategy for fashion marketers of TV home shopping.

• Asia pacific journal of information systems
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• v.11 no.4
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• pp.27-41
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• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.

• Asia-Pacific Journal of Business
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• v.14 no.4
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• pp.289-303
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• 2023

Purpose - The purpose of this study is to investigate the types and forms of various marketing activities actually used in pharmaceutical companies and to empirically analyze the impact of these marketing activities on sales. Design/methodology/approach - This study categorize five years' worth of marketing activity data from a foreign pharmaceutical company 'A' which operates in South Korea into five categories. Multiple regression analysis and interaction effects are employed for data analysis. Findings - First, CRM calls, Detail calls, GP, and Web events have a positive impact on sales, but SoV does not show significant differences. Second, in the comparison between HQ1 and HQ2 based on patent ownership, Detail calls and Web events had a stronger impact on sales in HQ2, where the patent period is still in effect, compared to HQ1. However, SoV showed no difference between HQ1 and HQ2. Research implications or Originality - First, Detail Calls are more effective for drugs with active patents, while CRM Calls work better for drugs with expired patents. This emphasizes the need to customize call strategies based on patent status. Second, the significant impact of Web Events on sales in HQ2 compared to HQ1 suggests that online information access is crucial, indicating that customer receptivity varies based on product nature. Third, these insights, derived from data analysis, call for a shift in pharmaceutical marketing analysis methods away from traditional approaches. Finally, this study holds significance as one of the first empirical analyses using actual marketing data from pharmaceutical companies in South Korea.

• The Journal of the Korea Contents Association
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• v.8 no.12
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• pp.20-27
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• 2008

Hospitals today use independent systems for each department and job such as Hospital Information Sytem(HIS), Picture Archiving Communications System(PACS), Ordering Communication System(OCS), Electronic Medical Record(EMR), Enterprise Resource Planning(ERP), etc and each system employs its own DB. So, it is impossible to integrate information within the institution and difficult to keep transparency and consistency of data. I in this study offered a data integration environment through flexible management linked with other systems, and by doing that, designed a medical CRM frame which offers the optimum service the customer wants at the optimum time. I designed 4 of medical CRM frame: customer relationship management, public relations/marketing, service management, and statistics/analysis by the customer relationship management process standardization and aimed to offer tailored mobile contents according to customer's characters and health situation on the basis of customer's data by securing mobile medical contents for personalized medical information service.

• 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.

• Information Systems Review
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• v.9 no.3
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• pp.99-132
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• 2007

As customer management rises by important issue in electronic commerce, virtue study about CRM have proceeded much. However, because existent researches were positive researches of most statistical base, There are some limitation that does not show dynamic change with CRM flow by flowing of time, and can not forecast propriety and future result about CRM strategy. Therefore, in order to overcome existent limitation on these CRM study, this study designed dynamic model which draws factors that compose CRM strategy of on-line shopping mall, and do based on technique in system dynamics so that can analyze dynamic change between these factors. Concretely, atomized customer focuses in the on-line shopping mall and does based on Permission marketing theory, and applied CRM of different level to atomized customers and know change of customer satisfaction measurement and discomfort degree accordingly. According to the result of Simulation practice, situation that achieve CRM strategy of different level by atomize customer more increase the customer satisfaction than situation that is not so. Dynamic pattern that presented in this study is expected that can verify validity about CRM achievement strategy of different level at each CRM point of contact & how Internet enterprise including on-line shopping mall is establishing CRM strategy reasonably.

• Journal of Information Management
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• v.39 no.2
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• pp.235-249
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• 2008

The combination of information and technology makes dramatically increase both information quality and quantity. Almost of company utilize customer information for the purpose of increasing sales amount and profitability. The purpose of this paper is to discover customer information's utilization practices in the Korean financial industry. The case of K Bank's information analysis in the inbound and outbound marketing is provided, The customer segmentation is used for the inbound marketing by using RFM analysis. And the loan card model is used for the outbound marketing by using logit analysis.

• 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.