• 농업생명과학연구
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• 제45권5호
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• pp.127-143
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• 2011

DEA모형에 의한 운영효율성 분석결과로부터 얻을 수 있는 시사점은 다음과 같다. 정부의 "산지유통종합평가" 제도의 개선을 통해 사업실적 위주의 규모화 전문화 조직화에 초점을 맞춰 이루어져온 것을 경영효율성 위주로 전환해야 할 것이다. 산지유통센터의 목적도 농산물의 부가가치를 높이는 것이고 이를 평가할 수 있는 지표를 개발하여 평가함으로써 농산물 산지유통센터 구성원들에게 실질적인 인센티브와 다양한 양질의 서비스를 제공할 수 있도록 해야 할 것이다. 그리고 농산물 산지유통센터가 종합평가에 경영의 중점을 두고 있기 때문에 이를 개선, 보완하기 위해 유통부가가치를 평가할 수 있는 지표의 개발, 평가에 대한 고객만족도 지표의 개발, CRM(Customer Relationship Management)시스템 도입을 통한 고객관계 유지 실적을 평가할 수 있는 지표의 개발 등도 추진되어야 할 것이다.

• 산업공학
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• 제25권2호
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• pp.229-240
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• 2012

Conventional research on customer relationship management(CRM) in general has focused on the effects of individual customer's satisfaction, retention and profit management. However, corporate customers are more profitable than individual customers because of high volume and frequent transactions between companies. In this article, a prototype for a corporate customer relationship management is developed in the postal service. First, the frequency and amount of customers' usage were examined, and thereby the corporate customer rating scheme was established to provide customized service. Second, five different types of usage patterns were determined using clustering analysis. In addition, we presented the rationales behind the five types of patterns. Third, RFM(recency, frequency, monetary) analysis was performed, and then action plans were developed to increase sales. Finally, the prototype software was developed to automatically perform the above analysis using MS Excel program.

• 한국컴퓨터정보학회논문지
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• 제21권8호
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• pp.105-116
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• 2016

Corporate social media has been recently used in customer relationship management in many ways to improve product sales and company images. Not much research exists on corporate social media, Therefore, in this paper, we propose a research model to identify how corporate social media enhances corporate's CRM quality, resulting in forming customer's purchase intention. In detail, this paper is to examine how customer's perceived value of corporate social media influences CRM quality(CRM trust and CRM commitment), and then how CRM quality affects purchase intention. To this end, a total of 300 questionnaires were used from online panel respondents to test research hypothesis. The findings showed that service performance value and monetary value were major determinants of CRM trust, however, there was no association between brand integration value and CRM trust. In addition, the effects of service performance value and brand integration value on CRM commitment were found whereas monetary value had no effect on CRM commitment. The results also showed that CRM trust and CRM commitment played a critical role in forming of purchase intention. Theoretical and practical Implications are discussed.

• 지식경영연구
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• 제19권4호
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• pp.59-76
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• 2018

With the arrival of the big data era, customer data and data mining analysis have gradually dominated the process of Customer Relationship Management (CRM). This phenomenon indicates that customer data along with the use of information techniques (IT) have become the basis for building a successful CRM strategy. However, some companies can not discover valuable information through a large amount of customer data, which leads to the failure of making appropriate business strategy. Without suitable strategies, the companies may lose the competitive advantage or probably go bankrupt. The purpose of this study is to propose CRM strategies by segmenting customers into VIPs and Non-VIPs and identifying purchase patterns using the the VIPs' transaction data and data mining techniques (K-means clustering and association rules) of online shopping mall in Korea. The results of this paper indicate that 227 customers were segmented into VIPs among 1866 customers. And according to 51,080 transactions data of VIPs, home product and women wear are frequently associated with food, which means that the purchase of home product or women wears mainly affect the purchase of food. Therefore, marketing managers of shopping mall should consider these shopping patterns when they build CRM strategy.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2001년도 추계학술대회
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• pp.65-71
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• 2001

With ever-change and increasingly competitive business environments, firms strive to employ a variety of marketing strategies and execution in order to survive in the market. 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. 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 lot customer In this result with the advantage of mass marketing and database marketing have been drawing attentions from company. Also the internet connected around the world completely diminished the limit of time and distance and company have enveloped keen competition out of each nation and continent in the world market. 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.

• 대한안전경영과학회지
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• 제3권4호
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• pp.123-133
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• 2001

With ever-change and increasingly competitive business environments, firms strive to employ a variety of marketing strategies and execution in order to survive in the market. 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. 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. In this result with the advantage of mass marketing and database marketing have been drawing attentions from company. Also the internet connected around the world completely diminished the limit of time and distance and company have enveloped keen competition out of each nation and continent in the world market. 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.

• 한국전자거래학회지
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• 제9권3호
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• pp.191-205
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• 2004

은행 등과 같이 고객의 서비스를 중요시하는 산업에서는 고객 만족도 향상을 위하여 eCRM(e-Customer Relationship Management)의 개념 도입이 촉진되고 있다. 이러한 고객의 만족도 향상을 위한 방안으로 본 연구에서는 은행의 금융상품 추천업무를 대상으로 전문가시스템을 이용한 eCRM 구축에 대하여 검토를 실시하였다. 이를 위하여 먼저 전문가시스템을 활용한 eCRM 시스템의 아키텍처를 제시하였고, 고객에게 금융상품 추천을 위한 전문가시스템 프로토타입을 개발하였다. 본 연구에서 제시된 금융상품추천 전문가시스템을 활용한 e-CRM시스템은 고객에게는 보다 양질의 금융 서비스를 제공하게 되며, 은행에서는 고객에 대한 보다 정확한 정보 수집이 용이하게 된다.

• 대한가정학회지
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• 제44권5호
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• pp.21-33
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• 2006

The purpose of this study were 1) to analyze customer relationship management(CRM) based on the online customer experiences by product types (i.e., men's, women's, casual, sports wear), 2) to analyze CRM based on the off-line customer experiences by product type, and 3) to examine customer purchase behavior of fashion products and internet usage behavior by product types. Survey and 1:1 interview were conducted from January 13th to May 16th, 2005. Six consumers from each brand (i.e., 3 loyal customers and 3 general customers) in a total of 24 customers were selected from each product type. For the data analysis, content analysis and descriptive statistics (i.e. frequency) were used. Among the key study findings first, as a result of the on-line CRM experience, the customers of men's wear preferred receiving customized information through e-mail or SMS service. The customers of sports wear preferred receiving a different level of information and participating in customized product service. Second, as a result of the off-line CRM experience, the customers of men's wear need to be encouraged to join a membership at a sales encounter and the customers of women's wear preferred receiving quick information of new products and participating in a design development planning of the merchandising process. Third, the purchasing behavior of the customers of women's wear are influenced mostly by the salesperson and the store atmosphere when they purchase clothes and the customers of men's wear are price-sensitive. The results of this study can be used when fashion brands perform strategic planning and decision making on CRM.

• 한국지능시스템학회:학술대회논문집
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• 한국퍼지및지능시스템학회 2004년도 춘계학술대회 학술발표 논문집 제14권 제1호
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• pp.58-61
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• 2004

최근 기업들의 고객중심 마케팅 기법중 하나인 고객관계관리(CRM：Customer Relationship Management)가 인터넷의 발전으로 온라인화 되고 있으며 다양하게 발전되어 왔다. 가장 대두되고 있는 문제는 고객 분류를 객관적인 방법으로 어떻게 자동화할 수 있는가 이다. 본 논문은 고객 성향 분석과 개인화에서 얻어진 일련의 정보를 다시 한번 더 가공함으로써 고객 집단 편성을 최적화하고 이를 이용하여 고객을 최적으로 분류할 수 있는 시스템을 설계 및 구축하였다.

• 한국지능시스템학회:학술대회논문집
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• 한국퍼지및지능시스템학회 2004년도 추계학술대회 학술발표 논문집 제14권 제2호
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• pp.149-152
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• 2004

기업들의 고객중심 마케팅 기법중 하나인 고객관계관리(CRM ： Customer Relationship Management)가 인터넷의 발전으로 온라인화 되고 있으며 다양하게 발전되어 왔다. 가장 대두되고 있는 문제는 고객 분류를 객관적인 방법으로 어떻게 자동화할 수 있는가 이다. 본 논문은 최적화 모형을 이용하여 고객 분류를 더욱 세밀하게 할 수 있음을 제안하였고 고객 집단 편성 최적화를 반영함으로써 고객을 최적으로 분류할 수 있는 시스템을 설계 및 구축하였다.