• Proceedings of the Korean Statistical Society Conference
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• 2003.10a
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• pp.79-84
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• 2003

gCRM(geographical Customer Relationship Management)이란 지리정보시스템(GIS)에서 활용되는 각종 데이터베이스와 기업내외적인 고객관계관리(CRM)의 실무 마케팅전략상 필요에 의해 접목된 하나의 새로운 솔루션 개념을 말한다. 현재 gCRM의 수준은 일차원 혹은 다차원 분석 결과를 GIS기술을 이용하여 시각화하는 정도가 대부분이지만, 공간데이터마이닝 등 향상된 분석기법과 위성위치활인시스템인 GPS(Global Positioning System), PDA, 핸드폰 기술과 접목하여 업그레이드된 gCRM 솔루션으로 발전하고 있다. 여기에 고객들의 기본 성향을 파악할 수 있는 지역특성 반영 라이프스타일 정보를 활용한다면 더욱 발전된 지리정보시스템 기반 고객관리(gCRM)를 수행할 수 있을 것이다.

• Proceedings of the Korean Association of Geographic Inforamtion Studies Conference
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• 2003.11a
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• pp.48-54
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• 2003

Most of current gCRM systems have focused on analysis of data using location information about customers. Many technological preconditions are required to implement functions for analysis in the gCRAM systems, but it isn't easy to satisfy them and this is preventing the expansion of gCRM. Therefore, some alternatives in which companies can satisfy preconditions for gCRM more easily or reduce the number of them need to be suggested. As one of those alternatives, we suggested new design of gCRM system which is combined with mobile CRM and uses new technology like P2P LBS. In this paper, we reviewed the present status of gCRM, P2P and LBS, and then proposed and implemented a prototype as a case about the expansion of application areas of gCRM.

• Proceedings of the Korean Information Science Society Conference
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• 2002.10d
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• pp.355-357
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• 2002

고객 관리를 위한 CRM시스템이 인터넷 환경에서 eCRM시스템으로 발전하게 됨에 따라 보다 효과적이고 인터넷 환경에 맞는 eCRM시스템을 개발하는 것에 대한 관심이 높아지고 있다. 기존의 CRM시스템은 고객을 분석하고 분석한 결과를 일괄적으로 캠페인에 적용하고 또한 한꺼번에 캠페인 결과를 피드백하여 분석함으로써 다음 캠페인에 이용할 수 있도록 하고 있다. 그러나 eCRM 시스템은 24시간 캠페인을 가능하게 하였고 그때 그때 수집되는 데이터를 모아 일정한 시간을 주기로 하여 피드백하여 결과에 반영하고 있다. 보다 개인화(personalization)된 eCRM을 설계하고 이를 효과적으로 이용하기 위해서는 좀더 지능적인 피드백과 분석이 필요하다. 이에 본 연구에서는 데이터 마이닝을 이용하여 단순히 일정 시간주기가 아닌 의미있는 데이터량을 정함으로써 그 데이터량이 되었을 때 피드백을 수행하도록 하고 있다. 그럼으로써 개인화를 수행하는데 있어서 좀더 적시에 정확한 정보를 추천할 수 있도록 제안하고자 한다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.10a
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• pp.463-466
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• 2004

This paper suggests the evaluation method of success factors of CRM implementation using AHP technique, and presents why firms implement CRM, how it could be successfully implemented, and what is the most important factor. For the purpose, this study applies the method to department stores' industry. AHP structure consists of three steps to determine CRM's key success factors. First of all, strengthening loyalty of customers, improvement of service quality, upgrade of intelligence system and advancement of management process are selected as superordinate object (i.e. CRM-implementation goal). The next project factor, technology/data factor and organizational factor were decided as success factor of CRM-implementation. Subordinate criteria of project factor consist of 11 criteria. The experimental results of this study show that department stores think advancement of management process and improvement of service quality as most important purposes for CRM implementation. The results also indicate that among the subordinate success factors, accuracy of customer information, conversion to customer-oriented business model, practical use of experienced consultant, and establishing IT infrastructure for CRM are evaluated as most important success factors for CRM implementation.

• Journal of Microbiology and Biotechnology
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• v.28 no.12
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• pp.2113-2120
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• 2018

Cross-reactive material 197 ($CRM_{197}$) is a non-toxic mutant of diphtheria toxin containing a single amino acid substitution of glycine 52 with glutamic acid. $CRM_{197}$ has been used as a carrier protein for poorly immunogenic polysaccharide antigens to improve immune responses. In this study, to develop a sandwich ELISA that can detect $CRM_{197}$ and $CRM_{197}$ conjugate vaccines, we generated a human anti-$CRM_{197}$ monoclonal antibody (mAb) 3F9 using a phage-displayed human synthetic Fab library and produced mouse anti-$CRM_{197}$ polyclonal antibody. The affinity ($K_D$) of 3F9 for $CRM_{197}$ was 3.55 nM, based on Bio-Layer interferometry, and it bound specifically to the B fragment of $CRM_{197}$. The sandwich ELISA was carried out using 3F9 as a capture antibody and the mouse polyclonal antibody as a detection antibody. The detection limit of the sandwich ELISA was <1 ng/ml $CRM_{197}$. In addition, the 3F9 antibody bound to the $CRM_{197}$-polysaccharide conjugates tested in a dose-dependent manner. This ELISA system will be useful for the quantification and characterization of $CRM_{197}$ and $CRM_{197}$ conjugate vaccines. To our knowledge, this study is the first to generate a human monoclonal antibody against $CRM_{197}$ and to develop a sandwich ELISA for $CRM_{197}$ conjugate vaccines.

• Korea Journal of Hospital Management
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• v.10 no.1
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• pp.93-114
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• 2005

The prenatal care is the preventive medical service to help the pregnant mother deliver the healthy baby. It's regular examines give some chances to check-up the healthy conditions. This thesis concentrates on the CRM system to support an effective prenatal care system and prove the effectiveness of it. As CRM is the adapted management related to the customer's own information, it is important to develop the CRM model classified by the patients characteristics. A general hospital in Busan operated the CRM system to carry out the effective prenatal care and there is an analysis to ensure the effectiveness of CRM system for the pregnant women in our maternity ward. The results can be summarized as follows: 1) According to the comparisons with the CRM system, we can conclude the system is desirable. (1) Maternal Age : In the age distribution, the prenatal visit frequency, triple marker freqency, oral GTT and targeted ultrasonography in the experimental group in 30 to 34 years old is higher on the whole. For over 35 years old group, the higher frequency comes out in the oral GTT and targeted ultrasonography and for 25 to 29 years old group the different figure shows just in the targeted ultrasonography. (2) Area of residence: There is a clear difference in all the items in Busan and near area but no sign of difference in prenatal visits and oral GTT in other residencial area. Especially in the targeted ultrasonography the higher figure shows in the experimental group located in the both areas. The targeted ultrasonography is known as the specific examination which should be examined by the specialists, on the contrary the other examinations can be operated in the small clinic. So the public information and seminars related with ultrasonography increases the check-up frequency. The clinic requests some ultrasonographical examinations to the specialists in general hospital. (3) Parity: The clear difference shows that the CRM system causes the prenatal visit frequency to become higher in experimental group. The figure is 9.7 times and 8.6 times each. This is opposite that the past study said multiparity reduced the average prenatal visits. But the result of CRM is considered as the method to help the multiparity understand the importance of the prenatal care. (4) Obstetrical history: In the experimental group of the spontaneous delivery group, the figure is higher in the prenatal visit frequency, triple marker, oral GTT and targeted ultrasonography but the Caesarean section delivery group has higher figure in targeted ultrasonography. (5) In the first check-up, the rate of targeted ultrasonography in under 16 week pregnancy, in the 16 week pregnancy to 32 week pregnancy and the over 32 week pregnancy in the experimental group is upper than the compared one. For the oral GTT, there is a difference in under 16 week pregnancy but no difference in prenatal visits and triple marker. 2) The analysis of characteristics of prenatal care through the decision tree resulted in the fact that the most important variable is the residential area. After the delivery frequency is following, the obstetrical history and maternal age are in order. It is the same result in the triple marker and oral GTT. Consequently it is the same order of important variables in CRM system. The effectiveness of CRM system is proved in this study. The CRM system is a marketing method to control and lead the customers through the segmentation of customer data. It increases the new customer aquisition, maintenance of loyal customers, augmentation of customers value, activation of potential customers and creation of life time customers. So eventually it can enlarge the customers value. The medical institution should make efforts to establish the data base enforced by the customer's information on the underlying ordinary data system to carry out the CRM system effectively. In addition, it should develop the a variety of marketing strategy in order to set up one to one marketing satisfying the needs of individual patients.

• Journal of Intelligence and Information Systems
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• v.25 no.2
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• pp.1-23
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• 2019

Big data refers to data that is difficult to store, manage, and analyze by existing software. As the lifestyle changes of consumers increase the size and types of needs that consumers desire, they are investing a lot of time and money to understand the needs of consumers. Companies in various industries utilize Big Data to improve their products and services to meet their needs, analyze unstructured data, and respond to real-time responses to products and services. The financial industry operates a decision support system that uses financial data to develop financial products and manage customer risks. The use of big data by financial institutions can effectively create added value of the value chain, and it is possible to develop a more advanced customer relationship management strategy. Financial institutions can utilize the purchase data and unstructured data generated by the credit card, and it becomes possible to confirm and satisfy the customer's desire. CRM has a granular process that can be measured in real time as it grows with information knowledge systems. With the development of information service and CRM, the platform has change and it has become possible to meet consumer needs in various environments. Recently, as the needs of consumers have diversified, more companies are providing systematic marketing services using data mining and advanced CRM (Customer Relationship Management) techniques. KB Kookmin Card, which started as a credit card business in 1980, introduced early stabilization of processes and computer systems, and actively participated in introducing new technologies and systems. In 2011, the bank and credit card companies separated, leading the 'Hye-dam Card' and 'One Card' markets, which were deviated from the existing concept. In 2017, the total use of domestic credit cards and check cards grew by 5.6% year-on-year to 886 trillion won. In 2018, we received a long-term rating of AA + as a result of our credit card evaluation. We confirmed that our credit rating was at the top of the list through effective marketing strategies and services. At present, Kookmin Card emphasizes strategies to meet the individual needs of customers and to maximize the lifetime value of consumers by utilizing payment data of customers. KB Kookmin Card combines internal and external big data and conducts marketing in real time or builds a system for monitoring. KB Kookmin Card has built a marketing system that detects realtime behavior using big data such as visiting the homepage and purchasing history by using the customer card information. It is designed to enable customers to capture action events in real time and execute marketing by utilizing the stores, locations, amounts, usage pattern, etc. of the card transactions. We have created more than 280 different scenarios based on the customer's life cycle and are conducting marketing plans to accommodate various customer groups in real time. We operate a smart offering system, which is a highly efficient marketing management system that detects customers' card usage, customer behavior, and location information in real time, and provides further refinement services by combining with various apps. This study aims to identify the traditional CRM to the current CRM strategy through the process of changing the CRM strategy. Finally, I will confirm the current CRM strategy through KB Kookmin card's big data utilization strategy and marketing activities and propose a marketing plan for KB Kookmin card's future CRM strategy. KB Kookmin Card should invest in securing ICT technology and human resources, which are becoming more sophisticated for the success and continuous growth of smart offering system. It is necessary to establish a strategy for securing profit from a long-term perspective and systematically proceed. Especially, in the current situation where privacy violation and personal information leakage issues are being addressed, efforts should be made to induce customers' recognition of marketing using customer information and to form corporate image emphasizing security.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2003.05a
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• pp.214-225
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• 2003

Now a day, the company must strengthen the contact-point of the customer who the company has and has to block the secession of the customer by providing services or goods on time. Under this market situation, the corporation extends the CRM for the customer management and strategic management, and set the CRM-strategies up for managing the customer relationship. For this, the present enterprise's level and the business-ability for the management of the customer relationship should be considered. Therefore, in this study, we will analyze the critical factors to set the CRM up as a strategy by studying the literature review. In the critical factors, the factors of enterprise level as well as the technical factor will be included. Secondly, as you know, the BSC is used to evaluate the corporation as a index. In this study the BSC model is changed and rearranged for the applied BSC model to measure the C3M level of companies. Thirdly, based on the model developed, the factors in the first step are classified by levels and weighted values are calculated by using AHP method. As a result, we will show the diagnostic model for check the operational performance of management, marketing and sales etc.

• Asian Journal of Innovation and Policy
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• v.3 no.2
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• pp.140-153
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• 2014

Modern education, with special reference to higher education (HE), is far taken out of the traditional meaning of education. A number of business features have infiltrated these institutions of HE where students assume the place of a customer. In the present business scenario customer relationship management (CRM) technology assumes an important role in managing customers. Therefore a relevant question would be to know whether educational institutions need to implement this technology to manage their constituent relationships. This paper makes an attempt to evaluate studies on commercial features of a modern educational system and then present the findings of a study conducted to know the relevance of CRM Technology in HE. An evaluation is also made to know the awareness of the concept of CRM among the educators. The findings show that the educators' awareness of CRM strategies is good, of CRM concepts is poor and of practice is average. Further, an overwhelming majority of the respondents felt that CRM is relevant for educational institutions in the present scenario.

• Proceedings of the KAIS Fall Conference
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• 2008.05a
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• pp.68-72
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• 2008

최근 들어서 병원에서도 일반 기업에서와 같이 CRM시스템의 구축 및 운용 사례가 늘고 있다. 이런 환경에서 병원의 CRM 시스템의 구축 및 운용 현황에 관심을 갖는 것은 당연하다 할 것이다. 본 논문에서는 이와 같이 구축 운영 중인 병원 CRM 시스템의 성과를 측정하기 위한 분석 방법에 대해서 연구하였다. 이를 위해 선행 연구를 통한 CRM의 성공 요인을 도출하고, 실증분석을 통해 요인 분석의 타당성을 분석하였다. 요인 분석 결과 도출된 요인의 중요성의 측정을 위해서는 요인 간 중요도를 측정할 수 있는 AHP 기법을 적용하였다. 이는 요인의 분류 외에는 측정변수의 가중치 등의 주요 정보를 제공하지 못한다는 요인 분석방법론의 단점을 보완하기 위함이다. 결과적으로 본 연구를 통해서 병원의 CRM시스템의 운용 성과를 측정하기 위한 주요요인 도출과 가중치 분석을 통해 병원의 고객관리시스템의 운용 성과를 합리적으로 측정할 수 있는 지표를 제공하였다.