• The Journal of Industrial Distribution & Business
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• v.1 no.1
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• pp.33-41
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• 2010

In the age of globalization, effective and efficient corporate management is becoming more important as domestic and international business circumstances changes. In the middle of endless changes in business circumstances, fast reaction to customers and market, and offering customized goods and service became essential. In this respect, CRM designed to utilize customer information scientifically and systematically, has become an essential system and marketing strategy to enhance corporate competitiveness. CRM has placed the importance of customers in the front of marketing and has focused every process and business minds on customers. Recent change in the market and the trend of establishing and introducing CRM system has lead us to concentrate on the introduction of CRM in the financial institutions. This study searched for several views about CRM in academic and industrial papers. Through theoretical approach on CRM, the background of the introduction of CRM, the purpose of CRM, the characteristic and application of CRM, and the expected effect of CRM will be discussed. This study is focused on financial institutions where CRM is widely used. And through documents about examples of the introduction of CRM, the status of the establishment of domestic CRM and the necessity and trend of CRM will be discussed. Also the problem of CRM in the financial institutions and the improvement of CRM in domestic banks will be analyzed. When discussing CRM in the financial area, customers are the main source of corporate profit and through relationship management with the customers enhancing loyalty and maximizing profit can be obtained. Especially in CRM in financial institutions, maintaining existing customers makes higher profit ratio, so repurchasing and cross selling becomes important for obtaining lifetime value of existing customers who contribute to most of the profit of corporations. As a result, CRM should be completely customer oriented. CRM in financial institutions is not merely marketing work, but organizational competence which is made up of standardized work process through total process integration inside the corporation. Corporations which plan to introduce CRM should analyze the characteristics and conditions of corporations and establish purpose and strategy of CRM. And they need long term view to find out the factors which best fit for the introduction of CRM. To enable this, strategy composed of daily marketing activity and CRM concept is necessary. Also continued improvement through drill and training for operating organization should be followed to maintain CRM well. And corporate culture must settle customer as the center of corporate value. The race for introducing and improving CRM has already begun. CRM should not be regarded as a choice. It should be accepted as something essential. In this reality financial institutions should solve subdivision problem of customers and necessity of customers with the mind of 'customer's profit is my profit'. Customer focused management should not be emphasized only by words. Efforts like viewing from the customer's point must be nurtured to provide methods to help customers. That is, we should not just follow what is done in foreign countries. We should solve the problem of our customers according to the situation of our country, our industry, our corporation. Then we can gain the trust of customers, and the value derived from the customers will become the background of CRM which will lead the corporation to success.

• Journal of the Korea Safety Management & Science
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• v.4 no.4
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• pp.109-118
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• 2002

Such effects would be paid off in the right way only when management of the firms perform marketing activities focusing on long term effectiveness, which would drive company profits up and keep them for long. Demands of customers are being changed and varied. In this result with the advantage of mass marketing and database marketing have been drawing attentions from company. To fulfill these demands of customer, they need a concept of eCRM(Web based Customer Relationship Management), and go from selling products and services, or gathering customer requests, up to the phase of solving customer's problem by real time or previous action. With the help of internet, the frequency and speed of the problem solving has improved greatly. For these purposes, we try to determine the most important and most urgent factors in eCRM: utilization by using SN Ratio Decision making, one of the Multi-criteria decision-making methods SN Ratio Decision making is widely used for determining relative magnitude per evaluation item, i. e. priority on problems and is expected to make more systematic and objective evaluations than conventional methods do. Even in the present situation where any general criterion on eCRM dose not exist, utilization of eCRM is expected to be actively continued, which will cause many problems. In this regard, evaluating eCRM counts.

• Journal of the Korea Safety Management & Science
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• v.5 no.3
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• pp.133-143
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• 2003

Even in the present situation where any general criterion on CRM dose not exist, utilization of CRM is expected to be actively continued, which will cause many problems. In this regard, evaluating CRM counts. As the result, projects are being suspended and budgets cut, plans for introducing CRM suspended or cancelled and many CRM software vendors and technical consulting firms are facing serious management crisis. Yet, this phenomenon can be regarded as an interim one. In fact, some cases that successfully introduced CRM show that CRM is migrating from small scale which is typical when introduced to larger scale through various tests. Therefore, this study tries to segment customer for the sloving the problem. And it make efficient customer management. Using this model, SN ratio of taguchi method for each of subjective factors as well as values of weights are used in this comprehensive method for customer. A example is presented to illustrate the model and to show a rank reversal when compared to a model that does not eliminate extreme values and eliminates the highest and lowest experts' values allocating the weights and the subjective factors.

• Proceedings of the Safety Management and Science Conference
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• 2002.11a
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• pp.247-252
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• 2002

• Journal of the Korea Safety Management & Science
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• v.3 no.1
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• pp.25-34
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• 2001

With the help of the Internet, communication with customers and the frequency and speed of the problem solving has improved greatly At this point mayor enterprises are paying much attention to CRM and their related markets are expanding rapidly I'll give a bnef introduction to the CRM system and go Into the problems that should be considered and which phase to emphasize when building this system.

• Proceedings of the Safety Management and Science Conference
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• 2003.05a
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• pp.291-297
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• 2003

In fact, some cases that successfully introduced CRM show that CRM is migrating from small scale which is typical when introduced to larger scale through various tests. The process also comprises all strategic planning, capital investments, management decisions, and tasks necessary to create a new product. manufacturing processes must be created so that the product can be produced in the product facility Therefore, this study tries to segment customer for the sieving the problem. And it make efficient customer management.

• The Journal of Information Technology
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• v.6 no.3
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• pp.115-135
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• 2003

Customers expect to make a long-term relationship with customers more efficiently, marketing developed gradually. With the help of Internet of Telecommunication, communication with customers and the frequency and speed of the problem solving has improved greatly. Recently customers expect more and more personal contact with companies. CRM system called personal marketing and personalization can be a powerful tool for customer acquisition and support. This paper studied a brief introduction to the CRM system and go into the problems that should be considered which phase to emphasize what Enterprise Establishment evolvement.

• Proceedings of the Safety Management and Science Conference
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• 2002.11a
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• pp.221-226
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• 2002

The biggest difficulty the small and small business currently face is not to have the effective cusomer management system that is the computerization of management, And, CRM has mary problems that make companies confused. As the result, projects are being suspended and budgets cut, plans for introducing CRM suspended or cancelled and many CRM software vendors and technical consulting firms are facing serious management crisis. Yet, this phenomenon can be regarded as an interim one. In fact, some cases that successfully introduced CRM show that CRM is migrating from small scale which is typical when introduced to larger scale through various tests. Therefore, this study tries to segment customer for the sieving the problem. And it make efficient customer management.

• Proceedings of the Society of Korea Industrial and System Engineering Conference
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• 2002.05a
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• pp.485-490
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• 2002

Demands of customers are being changed and varied. And in this circumstance, it become a main issue of management that the company should produce and sell products according to the customer demands. With these trends, each company has been concentrating effects on generalization of product development technique and distinction of service for customer. To fulfill these demands of customer, they need a concept of eCRM(Web based Customer Relationship Management), and go from soiling products and services, or gathering customer requests, up to the phase of solving customer's problem by real time or previous action. With the help of internet, the frequency and speed of the problem solving has improved greatly. In the Supply chain, The ATP(Available to Promise) function doesn't only give customers to conformation of delivery. It can be used by the core function with ATP rule that can reconcile supplies and demands on the supply chain. Therefore We can be acquire the conformation about on the due date of supplier by using the ATP function of management about real and concurrent access on the supply chain, also decide the affect about product availability due to forecasting or customer's orders through the ATP. In this paper, It consolidates the necessity on a ATP and analyzes data which is concerned of ATP. Under the these environments, defines the ATP rule that can improve the customer value and data flow related the eCRM and builds on a algorithm.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.14 no.6
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• pp.289-294
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• 2014

In the recent enterprises and are utilizing the CRM using data mining techniques and new marketing plan. However, data mining techniques are necessary expertise, general public access is difficult, it will be subject to constraints of time and space. in this paper, in order to solve this problem, we have proposed a Mobile CRM applying the data mining method. Thus, to analyze the structure of an existing CRM system, and defines the data flow and format. Also, define the process of the system, was designed sales trend analysis algorithm and customer sales recommendation algorithm using data mining techniques. Evaluation of the proposed system, through the test scenario to ensure proper operation, it was carried out the comparison and verification with the existing system. Results of the test, the value of existing programs and data matches to verify the reliability and use queries the proposed statistical tables to reduce the analysis time of data, it was verified rapidity.