• 디지털융복합연구
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• 제13권4호
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• pp.1-7
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• 2015

정책고객서비스(Policy Customer Relationship Management: PCRM)는 공공부문의 고객관계관리(Public CRM)를 말한다. 그러나 현재 정부 37개 부 처 청 공무원들은 공공고객관계관리(Public CRM)를 단순히 정책고객 DB 리스트와 컴퓨터 프로그램을 활용한 여론조사 도구 정도로만 활용하고 있는 실정이다. 연구결과, 공무원과 일반국민이 함께 PCRM을 정책고객서비스를 포함하는 공공고객관계관리라는 포괄적인 개념으로 공감하고, PCRM 활용이 공공부문 홍보에 필수불가결한 요소로 강제했을 때, PCRM PR 활성화 가능성이 높아질 수 있는 것으로 결론지을 수 있다. 본 연구결과를 토대로 다양하고 구체적인 PCRM PR 활용 전략 및 방안을 제안한다.

• International Journal of Computer Science & Network Security
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• 제23권7호
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• pp.101-108
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• 2023

Decision Support Systems (DSS) is an Information Systems (IS) application that aids in decision-making processes for many business concepts and Customer Relationship Management (CRM) is one of them and it depends on the firm's tasks for developing and retaining customers while achieving their satisfaction and enhancing the sense of belongingness for their products and services. Profit maximization, the process of customer value, and building strategic values for the firm are the three empirical benefits of CRM that are achieved through analytical, operational, and direction (AOD) capabilities respectively. This research focuses on the application of DSS models of what-if analysis (WIA) for CRM at (AOD) and also shows the dependence on the Information Success model (ISM). Hypothetical data are analyzed for (AOD) by three types of (WIA) to attain CRM and profit maximization and this analytical method can be used by any customer-oriented firm as a general model and for the purpose of the study we have compared the CRM between patients and hospital management.

• 한국지능정보시스템학회:학술대회논문집
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• 한국지능정보시스템학회 2002년도 춘계학술대회 논문집
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• pp.305-314
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• 2002

In order to adapt to today's rapidly changing environment and gain a competitive advantage, many companies are interested in CRM(Customer Relationship Management). Especially, the product recommendation system that can be implemented by personalizing the marketing strategy becomes the focus of CRM. In this research, we employed CBR(Case-Based Reasoning) technique that can overcome the limitation of CF(Collaborative Filtering) technique. Our system recommends the books that the customer is very likely to buy next time considering the factors such as 'Personal Features of Customer,' Similarity between Book Categories' and 'Sequence of Book Purchases'. Accuracy of predicting a book-not a particular book, but in the middle level of classification that contains about 190 categories-was about 57%.

• 한국경영과학회지
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• 제36권4호
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• pp.185-206
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• 2011

"Does CRM benefit affect repurchase or WOM? What is difference between VIP customers and non-VIP customers on CRM benefit?" is the interesting issue on premium industry such as a hotel business. This study examines how social benefit, psychological benefits, economic benefits and customization benefits affect repurchase and positive WOM in premium hotel. Only three of the four benefits showed significant results in repurchase and positive WOM. Also interactions between customer type and benefits were different in repurchase and WOM. The results figure out that VIP customers depend on psychological benefits and customization benefits on repurchase, whereas VIP customers depend on only social benefit on WOM. This finding suggests that hotels need to develop VIP program and approach differently to increase the repurchase volume or positive WOM effect.

• 산업공학
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• 제22권3호
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• pp.234-242
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• 2009

It is most important for distribution center in retail business to delivery commodities in a timely manner. Accordingly, many companies try to make distribution center effective using the Warehouse Management System(WMS) integrated legacy system. Also, the Customer Relationship Management(CRM) is the most typical paradigm in management lately. Even though the WMS and CRM are independent system of each other, WMS, coupled with CRM makes customer satisfied more effectively. In this paper, we proposed the methodology for inventory location after analyzing and applying customer buying pattern data in the CRM through the MBA(Market Basket Analysis), which is part of data mining. We used an example modeling a real distribution center in retail through a 3D simulation tool and examined correlation between commodities using customer buying pattern. After that, we applied it to the inventory location system through the MBA in an example. Finally, we identified decrease in the time for picking, which is the majority of distribution center. Besides, we proposed a simulation methodology before applying new methodology. Consequently, it removes potential errors in advance and makes a optimized inventory location system.

• 대한안전경영과학회지
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• 제5권2호
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• pp.99-109
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• 2003

This study tries to grasp common problems which most companies utilizing CRM are facing and present solutions to such problems in utilizing CRM. For these purposes, we try to determine the most important and most urgent factors in CRM utilization by using AHP, one of the Multi-criteria decision-making methods proposed by Satty. AHP is widely used for determining relative magnitude per evaluation item, i. e. priority on problems and is expected to make more systematic and objective evaluations than conventional methods do. Even in the present situation where any general criterion on CRM dose not exist, utilization of CRM is expected to be actively continued, which will cause many problems. In this regard, evaluating CRM counts. This study also tries to present a model applicable to such CRM evaluations

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2000년도 추계학술발표논문집
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• pp.299-306
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• 2000

General definition of data mining is the knowledge discovery or is to extract hidden necessary information from large databases. Its technique can be applied into decision making, prediction, and information analysis through analyzing of relationship and pattern among data. One of the most important work is to find association rules in data mining. The objective of this paper is to find customer's trend using association rule from analysis of database and the result can be used as fundamental data for CRM(Customer Relationship Management). This paper uses Apriori algorithm and FoodMart data in order to find association rules.

• 인터넷정보학회논문지
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• 제10권1호
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• pp.123-134
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• 2009

CRM(Customer Relationship Management)은 비즈니스 환경에서 기업의 이익과 경쟁적 우위를 차지할 수 있도록 하는 새로운 비즈니스 전략이다. 최근, 금융 산업은 자본시장통합법 시행을 앞두고(2009년) 금융 IT 산업 및 서비스에 대한 질적 양적 성장을 요구하고 있다. 이에 따라 증권, 보험, 은행, 선물, 자산운용사, 투신사들은 파생상품 및 서비스의 향상을 위해 노력하고 있다. 본 논문에서는 CRM 센터에서 증가하는 인바운드 고객 채널을 효율적으로 관리하기 위한 방안으로 대용량 채널 통합을 위한 채널 서버 모델을 제안하고 설계 구현하였다. 제안한 채널 서버 모델은 다양한 인바운드 채널 서비스를 통합 관리하고 표준화 하였다. 제안한 모델은 금융 서비스를 지원하는 뱅킹시스템, 증권사, 보험 등에서 인바운드 고객을 효율적으로 응대할 수 있다.

• 경영정보학연구
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• 제4권1호
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• pp.33-45
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• 2002

최근 정보기술의 발달로 저비용의 대화 채널 구축이 용이해짐에 따라 최종소비자와 기업간의 정보 교환 및 공유가 활발해지고 단속적거래 보다는 지속적인 거래를 통한 관계적 결속이 늘어 가고 있다. 지속적 교환관계에서는 거래정보와 비거래 정보의 흐름이 발생하는데, 정보기술을 이용하여 고객의 정보, 고객을 위한 정보, 고객에 의한 정보등을 관리함으로써 관계관리에 있어 핵심적 역량을 창출할 수 있다. 본 연구에서는 소비자와 기업간의 관계적 결속 생성에 대한 이론적 배경을 토대로 정보 흐름의 관점에서 동적인 관계관리의 개념적 틀을 제시하였다. 또한 이를 지원하기 위한 고객 정보시스템 아키텍처를 설계하고 국내 기업사례에 실제로 적용해 보았다.

• 아태비즈니스연구
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• 제4권1호
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• pp.31-42
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• 2013

This study aims at discovering the reasons why some customers do not want a relationship. In line with this observation, this paper explores customers' future relationship intentions according to the reasons identified. Based upon a qualitative methodology by way of in depth interviews, we have identified seven factors (e.g., passive loyalty, negative experience, relevance, negative indifference, positive indifference, and emotional value) that lead a consumer not wanting to maintain an ongoing relationship with a company. In Study 2, the author attempts to reveal the effects of each factor over time. The findings show that psychological motivations are useful in improving CRM performance.