• International Journal of Advanced Culture Technology
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• 제11권3호
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• pp.338-345
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• 2023

Nowadays, many companies are striving to turn customer value into business value. Customer Relationship Management is a management system that develops effective and efficient marketing strategies by classifying customers in detail based on their information, i.e. databases, and consists of various information technologies. To implement this management system, a customer integration database must be established, and customer characteristics (buying behavior, preferences, etc.) must be analyzed with the databases established and the behavior of each customer must be predicted. This study aims to systematically manage a large amount of customer data generated by companies that apply Customer Relationship Management, in order to develop data design and data governance strategies that should be considered to increase customer value and even company value. We mainly looked at the characteristics of customer relationship management and data governance, and then explored the link between the field of customer relationship management and data governance. In addition, we have developed a data strategy that companies need to perform data governance for customer relationship management.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 1998년도 추계학술대회 논문집
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• pp.19-22
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• 1998

ISP(Information Strategy Planning) is the methodology to light the objective and the business system architecture, and to recognize the strategic situation for the establishment of effective information system in an organization. Customer Needs Research is one of the Research Methodology that analyze the customer needs effectively and use to establish the policy and the direction of corporation. Both have the important role to establish the strategy for the corporation. The former can propose the corporate information strategy in MIS, the latter can be used to research the customer needs about a corporation, to establish the business management strategy and to decide the way corporate must head. But each has studied independently and there is no integrated methodology of ISP and Customer Needs Research. Actually, a lot of corporations still establish ISP to increase the business efficiency rather than to satisfy the customer needs. Customer satisfaction is the final objective of all business so that corporations have to find the customer needs through Customer Needs Research and make ISP oriented to customer satisfaction through the result of Customer Needs Research.

• 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.

• 한국조리학회지
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• 제14권4호
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• pp.161-175
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• 2008

The purpose of this research is to find out the impact of quality management and differentiation strategies on customer satisfaction and management performance in family restaurants. In particular, it aims to identify whether such quality management and differentiation strategy have positive influence on customer satisfaction and perceived customer satisfaction as indicated through management performance. For the empirical analysis, a questionnaire survey was applied to a total of 250 customers who experienced family restaurant service in Seoul during the past one year. The model was tested using SPSS 12.0 and visual PLS(partial least squares) programs on a sample of the 198 surveys which showed a 92% usable response rate. The results of empirical analysis showed as follows: 1) quality management has a significant effect on customer satisfaction and differentiation strategies but not significant on management performance. 2) differentiation strategies have a significant effect on customer satisfaction and management performance. 3) customer satisfaction has a significant effect on management performance.

• 경영과정보연구
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• 제18권
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• pp.41-67
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• 2006

Value Creation issue for customers is emerging from the college education. Most colleges are facing to cope with over-supplied education facility problems against reducing population to apply to enter universities/colleges. The best way to overcome those problems might be to implement the Customer Satisfaction Management Strategy as if they were private firms for making profit. The main purpose in this study is to provide guidelines for CS strategy with a private college. It is focused on designing research plans and searching CS index. The process of this study is as follows; - Introduced the value creation strategy for customers with private colleges. - Proposed the CS management which is very important for enhancing competitive power - Evaluate various models to measure service quality and CSI for college service. - Provided some guidelines to research design of CS according to 6 customer categories. - Proposed some methodologies to apply a service quality measurement model. - Suggested a revised model from SERVPERF to adapt with college customers satisfaction. The result from this study showed that Customer Satisfaction Management would be the most important strategy to cope with confronting difficulties for private college and the revised model from SERVPERF would be an alternative solution. Further study is essential to assure the suggested model is valuable for private colleges because empirical test has not completed yet.

• 한국조리학회지
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• 제5권2호
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• pp.261-279
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• 1999

In order to meet competitive power, foodservice should aim to satisfy customers through distinguished quality and service as well as speciality and know-how. Especially, in coming 2000 year will be openned ASEM, 2001 will be the "Year to visit Korea", 2002 will be openned Korea-Japan Soccer World Cup, with these event as a momentum the domestic foodservice industry would be continuously increased and improved. Foodservice industry is the tertiary industry with the potentiality, tremendous popularity, premanancy and future-orient, it is gradually taking root as a basic industry after going through the industrialization. Furthermore, foodservice industry aim to satisfy customer based on quality, services, cleanliness, atmosphere, timing and value, besides, it is customer closeby service which to supply value and satisfaction through systemization, being manual, being technological renovation. Strategic management of foodservice industry is as following: Firstly, marketing strategy requires positing strategy to recongnize self-brand to the customer, thus requires to get hold how to take firm in customers′ mind. And then distingushed strategy requires. So somehow it is important to secure competitive in customers′ mind. Secondaryly, it requires strategy of competive advantegy. It is not to improve unique core competence of industry which is developed and studies for a long time but to pursuit diversfication based on core of industry Thirdly, it requires strategy of customer satisfaction. In these modern days it is important how much to satisfy customer, as it could be not expect continuous frowth and development without strategy of customer satisfaction. Therefore strategy of customer satisfaction is a necessary condition for the foodservice industry.

• 대한안전경영과학회지
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• 제13권4호
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• pp.17-24
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• 2011

Logistics company strives for satisfaction of customer service. the internal clients of corporation, the engineers of driver enhance their thinking about customer orientation by education of important about customer services. the study reached the conclusion that result which analyzed the important fact of enhancing customer orientation strategy by AHP show an ability of dealing with customer improves customer orientation strategy. because the desire of customer is various, it is difficult to have standard of dealing thought, the program of improvement of dealing ability should be developed and trained to improve customer orientation.

• Journal of Information Technology Applications and Management
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• 제13권4호
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• pp.155-165
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• 2006

Along with the evolution of wireless internet environment, information services in mobile internet are being explosively increased. However, due to the high expense for the use of those services, it is not easy to collect the devoted customers. In order to overcome the adverse conditions, the service should be supported by a strategic application system which facilitates easier and fast service for customer's information needs than that of traditional on-line internet. In this paper, we investigate the strategy how to provide the information service under the customer satisfaction, and also consider some ways of personalization of information service and information provision in real-time. As a result of the works, we develop a system, MoSA-CRM(Mobile Service Application based on CRM) to support customer-oriented information service. We believe that the MoSA-CRM system can provide some benefits for information providers in mobile e-commerce market such as flexibility in business strategy, systematic customer relationship management, and growth in financial ability.

• 경영과정보연구
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• 제23권
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• 품질경영학회지
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• 제30권2호
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• pp.181-201
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• 2002

Best practices are the best ways to perform a business process. Benchmarking, the search for those best practices that will lead to superior performance of a company, is indispensible to gain and maintain a competitive edge. Best practices of quality management in the world-class companies are examined. Customer-centered strategy, employee selection and training, employee satisfaction, customer satisfaction, performance measurement are considered in this paper.