• Journal of Intelligence and Information Systems
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• v.9 no.3
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• pp.23-47
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• 2003

Traditional studies for customer relationship management (CRM) generally focus on static CRM in a specific time frame. The static CRM and customer behavior knowledge derived could help marketers to redirect marketing resources fur profit gain at that given point in time. However, as time goes, the static knowledge becomes obsolete. Therefore, application of CRM to an online retailer should be done dynamically in time. Customer-based analysis should observe the past purchase behavior of customers to understand their current and likely future purchase patterns in consumer markets, and to divide a market into distinct subsets of customers, any of which may conceivably be selected as a market target to be reached with a distinct marketing mix. Though the concept of buying-behavior-based CRM was advanced several decades ago, virtually little application of the dynamic CRM has been reported to date. In this paper, we propose a dynamic CRM model utilizing data mining and a Monitoring Agent System (MAS) to extract longitudinal knowledge from the customer data and to analyze customer behavior patterns over time for the Internet retailer. The proposed model includes an extensive analysis about a customer career path that observes behaviors of segment shifts of each customer: prediction of customer careers, identification of dominant career paths that most customers show and their managerial implications, and about the evolution of customer segments over time. furthermore, we show that dynamic CRM could be useful for solving several managerial problems which any retailers may face.

• The Journal of the Convergence on Culture Technology
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• v.3 no.4
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• pp.137-144
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• 2017

The purpose of this study is to examine the effectiveness of Customer Relationship Management (CRM) factors in the Supply Chain Management (SCM) context focusing on ashion apparel company. Especially, this study reveals whether a long term relationship is beneficial for all businesses regardless of negotiation power leverage. To this end, the mixed research methods that combined qualitative and quantitative approaches were conducted. The findings of this study are as follows: First, the research model which is CRMs for interactive relationship building were developed. Second, cause-and-effect relationships in the proposed model were partially supported depending on CRMs. The most effective CRMs offered are a guarantee of sales and a special discount. Customized products and quality, convenience, competitive pricing, and development of a product/system/service were effective to ultimately increase a switching cost.

• 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 the Korea Safety Management & Science
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• v.3 no.1
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• pp.45-56
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• 2001

In the supply chain, The ATP function doesn't only give customers to confirmation 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 acquire the conformation about accuracy on the due date of supplier by using the ATP function of management about real and concurrent access on the supply chain, also can decide the affect about product availability due to forecasting or customer's orders through the ATP. This study analyze the data concerned with ATP and define the necessity on a SCM solution. Under the these environments, after defining the ATP rule that can improve the customer value and data flow related the CRM, we propose the advanced ATP model that proposes the method and classification system that can flexibly aggregate the ATP data with ATP rule on the supply chain.

• Journal of the Korea Society of Computer and Information
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• v.21 no.12
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• pp.91-96
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• 2016

In this paper, we propose the CRM service model for analyzing and managing location based data collected by Wi-Fi and BLE. As mobile devices became personalized, enterprises became interested in individual location, and location based mobile marketing started to stand on spotlight. Location based proximity marketing is developing along with contactless data transmission technology, and payment system that uses NFC, Beacon that utilizes BLE, as well as advertisement via Wi-Fi are being serviced. We suggest the model that mobile devices can be detected and identified by MAC address with the need of being connected to Wi-FI or Bluetooth interface. MAC addresses are not associated with any specific user account or mobile phone number. The idea is to be able to measure the amount of people which are present in a certain point at a specific time, allowing the study of the evolution of data analysis and offers effective information for decision-makings.

• Annual Conference of KIPS
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• 2002.11c
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• pp.2191-2194
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• 2002

전자상거래 또는 e-Business에 대한 정부 등 각계 기관과 기업들의 관심이 매우 고조되고 있다. 현실적으로 e-Business를 도입하려는 일반 중소기업들은 매우 많은 어려움에 직면하고 있다. 수많은 솔루션과 다양한 방법론 그리고 경영전략 등을 체계적으로 수립해야하고 다양한 정책을 활용하는 과정을 필요로 하기 때문이다. 본 연구는 중소기업을 위한 전자상거래 또는 e-Business 환경구축에 대한 eSCM과 eCRM의 핵심기능을 포함한 eSCS(eSCM+eCRM)통합시스템 모델과 설계에 관하여 다루고 있다.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.25 no.4
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• pp.54-60
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• 2002

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. tinder the these environments, defines the ATP nile that can improve the customer value and data flow related the eCRM and builds on a algorithm.

• Journal of Internet Computing and Services
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• v.9 no.3
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• pp.103-117
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• 2008

General customer uses internet, SMS(Short Message Service), ATM(Automated Teller Machine), DM(Direct Mail), and telephony services, etc, for service of big businesses and small and medium enterprises, securities, financial institutions, bank. In particular, the case of Fire insurance & Securities, financial institutions, banks must meet Real-Time constrain control through QoS(Quality of Service) ensure. In this paper, we design and implement a system model about Fault-Tolerance IVR(Interactive Voice Response) of Multi Channel Service based on CRM(Customer Relationship Management) environment for the first inbound position of customer. The proposed model can be widely used in Large-scale Customer Response service.

• 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.

• Journal of Distribution Research
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• v.11 no.4
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• pp.49-70
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• 2006

This study aims to identify the effect of information quality of CRM and salespersons' adaptive selling behavior(ASB) on their performance. For this research goal, the authors established research model and hypotheses which focus to the mediating role of quality of customer relationship. The results of empirical analysis show that information quality of CRM has no direct effect on salesperson performance and just indirectly influence to it via quality of customer relationship. Compared to this result, ASB directly and indirectly affects on performance. These results suggest that the most important thing to enhance salesperson performance is the maintenance of good relationship with customers.