• Journal of Korean Society for Quality Management
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• v.30 no.4
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• pp.120-136
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• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2004.06a
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• pp.65-67
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• 2004

• Journal of Global Scholars of Marketing Science
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• v.11
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• pp.147-163
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• 2003

Recently it is necessary that Hotel business introduce Information Technology to enhance competitive advantage and cope with changeable business promptly in management. Thus in an effort of using Information Technology strategically, Many Hotel business tries to install CRM system (Customer Relationship Management). This study tries to analyze the effects on customer performance by installing CRM system if it is in charge of major strategic system, it can get successful customer performance. I hypothesize to resolve the problem, and search preceding study results concerning the elements of CRM Installment and Customer performance. The survey was taken to emplyees in the field of CRM installment in Luxury hotel to test the hypothesis. To summarize the results, first, CRM intallment affects CRM customer performance. in short, systematic feature, management environment, information intention, and technologic element affect it. Through this study, facing the limitation and future study are below. first, additional parameter should be considered though I reviewed the elements affecting CRM customer performance by searching and abstracting preceding studies. Second, There are lack of preceding studies because it has passed only a couple of years since Korean businesses deal with CRM system and there is the limitation to compare this result with others due to few empirical analysisses. Especilly, I can hardly find the preceding study concerning hotel industry but tries to search preceding parameter as to the customer performance of CRM system. Until now, It is needed to continual study its measurement later. I believe that more specific study and precise theoretical test be performed and they deal with current CRM system installment and facing problems in all of the korean hotels.

• Journal of KIISE:Computing Practices and Letters
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• v.13 no.7
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• pp.520-533
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• 2007

The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.

• Asia pacific journal of information systems
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• v.11 no.4
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• pp.27-41
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• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.

• Proceedings of the Korea Society of Design Studies Conference
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• 2001.05a
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• pp.54-55
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• 2001

• Journal of Navigation and Port Research
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• v.42 no.1
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• pp.67-78
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• 2018

This paper aims to investigate the nature of Customer Relationship Management (CRM) in liner shipping industries, study the organization's general characteristics which could help to promote such CRM practices, and analyze the relationship between the CRM and the organization's effectiveness. The result of analysis shows that the organizational characteristics which affect the CRM most in shipping industries are the market orientation and the CEO's support. In particular, the CRM was proven to have significant impact on employee satisfaction, service competitiveness enhancement, financial performance, customer satisfaction and the repurchase intention of the customers. This study also suggests that the CRM of liner shipping industries should be enforced comprehensively in synchronization with organizational characteristics, such as organizational culture and organizational systems. Based on such organizational characteristics, the noted CRM strategies were justified to have significantly impacted the overall management performance of the organizational performance of shipping industries and the customer's satisfaction and repurchase intention. This study would be appreciated as a meaningful analysis on the CRM in liner shipping industries which pursues the best interests of both shipping companies and customers.

• Journal of Korea Game Society
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• v.6 no.4
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• pp.71-77
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• 2006

Many computer game developers and marketers have adopted diverse internet technologies to raise customers' interest in their websites and communities in order to take fragmentary customers' information. In this paper, we suggest why and how CRM(customer relationship management) could be effectively applied to game industry. CRM system is a systematic management model which properly manages the interactive information drawn between customers and the games. This study on CRM system in games covers 1) components of CRM, 2) customers' features in games, 3) CRM's application in games.

• International Journal of Human Ecology
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• v.6 no.1
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• pp.41-59
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• 2005

In this paper, the e-grocery sector of the U.S. is used as an illustrative example of how to assess consumers' demands for customer relationship management and to investigate whether these demands coincide with effective Customer Relationship Management (CRM) strategies suggested by academic researchers and provided by practitioners. Surveys evaluating the perceived importance of CRM items were administered accordingly. The findings show that, overall, consumers' did not differ considerably to the experts. The results of descriptive analyses showed that academicians had a more closely in-lined view with consumers than did practitioners. Although not statistically significant, practitioners perceived loyalty programs to be more important than did consumers or academicians. This might suggest that loyalty programs are primarily serving as a way of data mining, and are thus failing to provide benefits to consumers. Overall, items related to technology deployment were perceived to be more important by practitioners than consumers or academicians.

• Journal of the Korea Institute of Information and Communication Engineering
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• v.11 no.10
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• pp.1886-1893
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• 2007

More efforts are required to efficiently operate and manage measured data in AMR(Automatic Meter Reading) and manual meter reading that have not become com:[m yet. As customer complaints increase the most appropriate way of finding solutions is precise and reliable metering of data which should be able to maximize customer satisfactions. In this parer, we designed a data mining technique that recommended the reliability of measured data on manual meter reading and a mCRM(Mobile CRM) system that expanded CRM(Customer Relationship Management). We will propose a mCRM in which the system compares the patterns of customer's using data. W the measured data gathered is outside of a similarity measure(maximum and minimum), it enhances the reliability of measured data by managing this fact in mobile for each customers. We will proposed a system where the mCRM provides customers with reliability and efficiency when related enterprises cannot establish AMR because of the burden of extra costs.