• 제목/요약/키워드: Customer segment

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고객경험 개선을 위한 고객여정지도 기반 Q-방법론 통합 고객경험관리 프로세스 제안: CX-Q (Development of the Q-methodology Integrated Customer Experience Management Process Based on Customer Journey Map for Improving Customer Experience: CX-Q)

  • 유성훈;박도형
    • 한국정보시스템학회지:정보시스템연구
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    • 제32권1호
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    • pp.201-221
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    • 2023
  • Purpose Customers consider the overall experience with the company as important as the quality of the product, and companies are also paying attention to creating long-term relationships with customers through optimal customer experiences. In this study, we propose a customer experience management process called 'CX-Q', which combines customer journey map and Q-methodology to understand the importance of customer experience based on the overall customer experience. Design/methodology/approach. CX-Q is a process that combines Q-methodology and customer journey maps, allowing stakeholders to explore and improve customer experiences at each contact point while engaging with brands, products, and services. It also enables them to derive customer experience insights and important management points for each segment. To demonstrate the usefulness of the proposed CX-Q, this study analyzed the experience of customers who used the Airbnb travel platform service as an example, applying the CX-Q process. Findings A total of four customer segments were derived, and it was found that each segment valued different attributes during the customer journey stage. The customer experience analysis using the CX-Q process proposed in this study is expected to help understand customers in more detail and assist in managing and improving customer experience.

Lifestyle Segmentation: The Comparison of Islamic and Conventional Banking Customers in Indonesia

  • Sutarso, Yudi;Rustiana, Elly;Hanum, Rizky Amalia;Gunawan, Wibiksono K
    • 유통과학연구
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    • 제10권8호
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    • pp.25-34
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    • 2012
  • Understanding customer' lifestyles important for banks because it will guide in determining marketing policies, such as services, pricing, service delivery and promotion decisions. From the customer' lifestyle, banks will know what kind of customers' attitudes, interests and opinions, so they also will understand what the costumer' needs and what services needed by them. For Islamic banks, customers understanding are important because, nowadays, the competition of the banks is not only with other Islamic banks but also with the well-established conventional banks offering Islamic products or services The aims of this research paper are to describe what factors underline the customer's lifestyle of both Islamic and conventional bank, to segment the bank customers based on their lifestyles and investigate the profile of each segments, to compare the characteristics of the segments, and to identify marketing policies based on the characteristics. The population of the study is banking customers in Indonesia, in which the researchers have used judgment sampling as sample selection. There were 186 customers of Islamic banks and 244 customers of conventional bank as respondents in this study. Statistical methods employed were exploratory factor analysis and cluster analysis. The finding of the study shows that there are twelve factor underlining the customers' lifestyle, namely: factor of fashion conscious, internet usage, sports spectator, financial and technology optimism, price sensitivity, independent, compulsive housekeeper, new brand tryer community activities, opinion leader, credit usage, and homebody. In addition, for Islamic banking, there are two market segments, namely fashionable-independent and innovative-social segment. Based on the lifestyle characteristics, the first segment has higher level in factor of fashion conscious, homebody, independent, optimism and price conscious, which is therefore called fashionable-independent segment. On the other hand, the second cluster has higher level in factor of new brand tryer, community minded, sport spectator, credit user, internet usage, opinion leader, and compulsive housekeeper, which is therefore called the innovative-social segment. Furthermore, for conventional banking, there are also two segments, namely persuasive-optimistic and sensitive-independent segment. The first segment has higher level on some factors, namely: opinion leader, optimism, internet usage rate, credit usage level, sport spectator, and new brand tryer. On the other hand, the second cluster is characterized by higher level in factor of price conscious, confidence, community minded, homebody, fashion conscious, and compulsive housekeeper. Managerial implications for the management of Islamic banks could be identified in this study as follows. Firstly, the twelve lifestyle factors of this study could be an alternative view in observe Islamic banking customers. The domination of both the fashionable conscious and the internet usage factor show that the aspects are quite instrumental in perceiving the customer' lifestyles, in which reflects the importance of these two aspects to customers. Secondly, in serving their customers, Islamic banks need to understand the customer lifestyle, in which the lifestyle segments found in this study provide a guide of how their needs were reflected. Finally, by understanding the segments and the characteristics each segment of the conventional banks, Islamic banks could adjust their marketing strategies differently from the conventional banks.

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고객 세분화에 기반한 생존분석을 활용한 고객수명 예측 모델 (Customer Lifetime Value Model Using Segment-Based Survival Analysis)

  • 전희주
    • Communications for Statistical Applications and Methods
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    • 제18권6호
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    • pp.687-696
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    • 2011
  • 고객수명은 고객생애가치(CLV)와 함께 차별화된 마케팅전략과 기업의 경쟁력 강화의 핵심수단으로 차별화된 고객관계관리(CRM) 마케팅의 매우 중요한 핵심요소이다. 그러나 보통기업에서 사용하는 고객수명은 어떤 특정시점에서의 고객에 한정하여 고객 개별적인 특성을 반영하지 않고 단순 이탈율만을 가지고 고객 수명을 예측하고 있다. 본 연구는 이러한 단점을 극복하고 현실적인 활용을 위해, 기업고객들의 중도절단자료를 가지고 고객 세분화에 기반한 생존분석을 활용한 고객수 명예측방법을 제시하고, 실제 활용을 위해 국내 A 이동통신사의 데이터를 활용하여 적용하였다. 본 연구에서 제시하고 있는 고객 세분화에 기반한 생존 분석을 이용한 고객수명 예측방법은, 첫째, 가입시점이 다른 모든고객 을반영하고 있고, 둘째, 고객의 개별적 특성을 반영하여 개별 고객수명에 대한 오차를 줄일 수 있으며, 셋째, 관측시점 이후의 수명을 예측함으로써 시간의 흐름에 따른 이탈율 또는 해지율의 변동추이를 반영하게 되어 더욱 현실성을 반영하고 있다.

패밀리 레스토랑에서의 판매촉진에 의거한 세분시장에 관한 연구 - 전략적 제휴 혜택의 판매촉진을 중심으로 - (A Study on Market Segmentation of Sales Promotion in the Family Restaurant - Focused on Sales Promotion of Strategic Alliances Benefits -)

  • 하동현;김시현
    • 한국식품조리과학회지
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    • 제25권5호
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    • pp.531-544
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    • 2009
  • Strategic alliance is increasingly becoming a popular strategy in the family restaurant industry. In general, strategic alliance can be defined as several brands collaborating in technology development, marketing, or production while keeping their independence as separate business entities. This study identified segments on the basis of sales promotion resulting from strategic alliances between family restaurants and card companies. This study further investigated how brand image, brand value, price fairness, customer loyalty and demographics are different among the segments. From the statistical analysis, three segments were found; 'short-period benefits oriented' segment, 'intangible and discount benefits oriented' segment and 'free benefits oriented' segment. Among the three segments, the 'free benefits oriented' and 'intangible and discount benefits oriented' segments had greater perceived brand image, brand value and customer loyalty than the 'short-period benefits oriented' segment.

컨조인트 분석을 이용한 치과 의료서비스 시장 세분화와 전략 개발 (Development of dental services markets segmentation and strategy by use of conjoint analysis)

  • 김진환;김재환;김명기
    • 보건행정학회지
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    • 제20권3호
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    • pp.1-20
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    • 2010
  • Objectives : This study is purposed to segment dental service markets with reflecting customer's preference and to suggest some marketing strategies applied to each segmented market. Methods : The customer's data collected from a series of online survey comprise such factors as expertise of dentist, courtesy, clinic size, equipment, price and distance, including some socio-demographics. A conjoint analysis and a clustering analysis with estimated coefficients were performed to find out some dental market segments for three dental service types such as dental caries, esthetic treatments and dental implants. Results : Three or four market segments for each dental service type are derived from the analysis, and subsequently market characteristics for each derived segment are explored. Furthermore, some dental marketing strategies for each segment are suggested for better management. Conclusion : A conventional way of developing dental marketing strategies can be improved, while specific customer's preference are responded.

다수의 개별시장 하에서 QFD의 기술속성의 최적 값을 결정하기 위한 동적 계획법 (Dynamic Programming Approach for Determining Optimal Levels of Technical Attributes in QFD under Multi-Segment Market)

  • 유재욱
    • 산업경영시스템학회지
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    • 제38권2호
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    • pp.120-128
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    • 2015
  • Quality function deployment (QFD) is a useful method in product design and development to maximize customer satisfaction. In the QFD, the technical attributes (TAs) affecting the product performance are identified, and product performance is improved to optimize customer requirements (CRs). For product development, determining the optimal levels of TAs is crucial during QFD optimization. Many optimization methods have been proposed to obtain the optimal levels of TAs in QFD. In these studies, the levels of TAs are assumed to be continuous while they are often taken as discrete in real world application. Another assumption in QFD optimization is that the requirements of the heterogeneous customers can be generalized and hence only one house of quality (HoQ) is used to connect with CRs. However, customers often have various requirements and preferences on a product. Therefore, a product market can be partitioned into several market segments, each of which contains a number of customers with homogeneous preferences. To overcome these problems, this paper proposes an optimization approach to find the optimal set of TAs under multi-segment market. Dynamic Programming (DP) methodology is developed to maximize the overall customer satisfaction for the market considering the weights of importance of different segments. Finally, a case study is provided for illustrating the proposed optimization approach.

인터넷쇼핑몰의 청소년 고객 관리 전략 (Strategy for teenager-customer management in online shopping mall)

  • 진서훈;이승은
    • CRM연구
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    • 제3권1호
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    • pp.19-28
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    • 2010
  • 최근 청소년들은 유통업의 많은 영역에서 주된 소비층으로 자리 잡아 가고 있다. 인터넷쇼핑몰 시장도 예외는 아니어서 청소년 고객의 구매가 날로 증가하는 추세에 있다. 따라서 인터넷쇼핑몰 기업들은 청소년 고객을 대상으로 한 고객관리의 필요성을 느끼고 있으며 효과적인 관리 방안에 대해 고민하고 있다. 이에 본 연구에서는 청소년 집단의 인터넷쇼핑몰 이용 현황을 살펴보고 이를 기반으로 청소년을 대상으로 한 효과적인 고객관계관리(CRM) 방향을 고찰하였다. 청소년 고객 집단을 인터넷쇼핑몰 이용 행태에 따라 세분화하고 각 세분 집단별 적합한 CRM 오퍼를 통해 고객 관리를 수행할 때 청소년 고객 집단에 대한 효과적인 CRM의 구현이 가능할 것이다.

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효율적인 CRM 운영을 위한 SN비를 활용한 고객 집단 분석에 관한 연구 (Customer Group Analysis Using SN Ratio for Efficiency CRM)

  • 양광모;강경식
    • 대한안전경영과학회:학술대회논문집
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    • 대한안전경영과학회 2003년도 춘계학술대회
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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.

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인터넷 기반 고객관계관리의 전략적 도입에 관한 연구 (A Study on the Strategic Adoption of Internet based Customer Relationship Management)

  • 노경호
    • 경영과정보연구
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    • 제5권
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    • pp.61-79
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    • 2000
  • This research suggests the strategic adoption methodology of Customer Relationship Management. The backgrounds of CRM is the business environment changing that Market power is shifting to the customer who has unprecedented powers of choice today. The strategic adoption of Customer Relationship Management determines the value, needs and preferences of each customer or customer segment. Customer Relationship Strategy is an explicitly defined plan for how a company has decided to connect with, relate to, and focus on its chosen customers to create value. Deliberate decisions must be made, often involving trade-offs, so that investments are aligned with customer needs and value. Plan defined in terms of target customers value proposition, role in value delivery, and risk/reward sharing. All customers are not created equal; specific customers and/or customers segments are more desirable/valuable to pursue. Key premise of CRM is that value can be created by changing company's business model to better connect with customers. Area of service of Customer Relationship Management are as follows. Portfolio strategy, Market Opportunity Assessment, Brand Equity, Market Positioning, Pricing, Channel Strategy, Market Segmentation. Target Market Identification, Customer LifeTime Value Analysis, Customer Profitability, Customer Connections Economics Analysis. The objects of CRM are maximizing customer service effectiveness, improving customer loyalty, increasing customer service efficiency, optimizing intelligence about customer behaviors and preferences.

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방송 매체 간 경쟁 상황에서의 활용 자원에 기반한 IPTV 고객 세분화 (Customer Segmentation for IPTV Based on Competitive Resources under the Competition Environment among Broadcasting Media)

  • 서보밀
    • Journal of Information Technology Applications and Management
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    • 제19권2호
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    • pp.97-116
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    • 2012
  • Since 2008 when IPTV service entered the broadcasting market, the competition among interactive broadcasting media has been growing more and more fierce. To make a market strategy under the harsh competition, this study tried to make an IPTV customer segmentation based on the characteristics of interactive broadcasting media. From previous literature, this study drew five characteristics of interactive broadcasting media : ease of use, two-way communications, active control, variety of content, and economic efficiency. Two-step clustering based on these characteristics identified four customer segments. There were statistically significant differences in the five characteristics among the customer segments. This study profiled the customer segments and proposed competitive strategies for each customer segment.