• International Commerce and Information Review
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• v.7 no.3
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• pp.77-94
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• 2005

This paper object is application of electronic Customers Relationship Management(e-CRM) for buyer relationship commitment in korea export firms. So, I'd like to suggest some applications of e-CRM needed to strengthen the export firms in korea. These applications are as follows First, the export companies are required to e-CRM logical architecture that is needs to achievement of buyer relationship commitment. Second, Buyer data source is classify in to three large group by outside data, transaction data and support data. Third, a concept and function of buyer information database. Fourth, e-CRM campaign management for export marketing. Fifth, interaction of buyer and customizing. finally, a point to be considered of korea export companies are national character, data mining out of buyer information database, difference of data gathering and sustaining up date of buyer's new information.

• Journal of the Korea Safety Management & Science
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• v.5 no.3
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• pp.107-119
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• 2003

Expectation and interest about e-CRM are rising for more efficient customer management in on-line including electronic commerce. The decision-making tree can be used usefully as the data mining technology for e-CRM. In this paper, the representative decision making techniques, CART, C4.5, CHAID analyzed the differences in personalization point of view with actuality customer data through an experiment. With these analysis data, it is proposed a new decision-making tree system that has big advantage in personalization techniques. Through new system, it can get following advantage. First, it can form superior model more qualitatively in personalization by adding individual's weight value. Second it can supply information personalized more to customer. Third, it can have high position about customer's loyalty than other site of similar types of business. Fourth, it can reduce expense that cost marketing and decision-making. Fifth, it becomes possible that know that customer through smooth communication with customer who use personalized service wants and make from goods or service's quality to more worth thing.

• Archives of design research
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• v.16 no.2
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• pp.281-290
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• 2003

In the knowledge and information-based age of today, it would be fair to say that the compatibility of each person, enterprise, and nation can be evaluated by how each of them manages and maintains the knowledge created from data and information. Since the importance and necessity of knowledge management has been acknowledged, there have been studies to create, apply, and evaluate the knowledge concerning design. Previous studies done on this subject can be divided into three main categories - CRM, online statistical research, and eCRM - according to the materials used to create knowledge. These studies are meaningful in that they can create knowledge in their respective fields, although they are somewhat inadequate because the designers can't create as much knowledge as can be applied in business; design-related consumers demand composite knowledge integrating the characteristics of all three fields. In other words, they want to know the ordinary customers'preferences in the previous off-line market in the CRM field, the research results of statistical questionnaires to the various elements of design in statistical research fields, and even the pattern of preference and consumption of many and unspecified persons transcending the time and place in eCRU field. This study proposes to solve the problem related with web-based design knowledge maintenance through the synthetic application of CRM, Statistical Research, and eCRM The information proposed in the solution can De expected to help designers working at design-related enterprises, as well as research institutes, to develop the knowledge necessary to design more consumer-oriented products.

• Proceedings of the Korean Information Science Society Conference
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• 2004.10b
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• pp.136-138
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• 2004

CRM은 기존 고객을 잘 관리하면서 새로운 고객을 유치하는 마케팅비용은 기존고객 유지비용의 몇 배라는 기본적인 원칙에 의한 접근이다. 물론, 데이터베이스 마케팅, 이메일 마케팅이 기존고객 유지의 수단이 될 수도 있다. 본 논문에서 개발한 신경망을 이용한 분석 eCRM 시스템의 컴포넌트를 설계 구현하였다. 이는 특성화된 컴포넌트 기반으로 개발되었으며, 기존 데이터 환경을 효율적으로 이용할 수 있는 모듈(module) 개발을 통하여 사용자들이 쉽게 이용할 수 있는 환경을 지원한다.

• Proceedings of the Korean Institute of Intelligent Systems Conference
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• 2002.12a
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• pp.439-442
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• 2002

고객을 중심으로 한 마케팅 기법중 하나인 고객관계관리(CRM : Customer Relationship Management)는 인터넷의 적용과 더불어 다양하게 발전하고 있는 분야 중 최근 가장 큰 이슈가 되고 있다. eCRU이란 CRM에서 인터넷을 이용해 기존의 시스템을 재구성하는 것을 말하는데 고객만족을 극대화하면서 동시에 관련 비용을 절감할 수 있는 새로운 고객관리라고 할 수 있다 본 논문은 웹 상의 고객 패턴을 마이닝을 통하여 고객 정보 추출을 최적화하는 알고리즘을 제시하고 이를 통해 고객분류를 자동으로 할 수 있음을 보였다.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.6
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• pp.685-695
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• 2003

The purpose of this study was to identify dynamic relationship structure in fashion Internet shopping mall and to present marketers to perform marketing strategy in e-CRM, focusing on trust and commitment. 473 customers who had purchased fashion products in fashion internet shopping mall had participated in the survey. Finally, 470 were used into data analysis. The data was analyzed by factor analysis, t-test, ANOVA, correlation analysis and Structural Equation Model(SEM) using AMOS program. As the results, 'economic benefits' and 'service' variables had the positive effects on 'trust'. Especially, 'service' had the major effect on 'trust'. 'Trust' and 'product information quality' had the positive effects on 'emotional commitment'. 'Trust', 'economic benefits' and 'reputation' had the positive effects on calculus commitment, while contents had the negative effect. Also, 'emotional' and 'calculus' commitment had positive effects on 'relationship maintenance intention'. 'Emotional commitment' had higher effect on 'relationship maintenance intention' than 'calculus commitment'. 'Calculus commitment' had the positive effect on discontinue relationship intention when shopping mall made mistakes. The results of this study provide e-CRM marketing strategy for marketers of fashion internet shopping mall.

• The Journal of Information Systems
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• v.17 no.1
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• pp.63-82
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• 2008

Recently the development of information technology and the emergence of electronic commerce have brought significant changes of purchase behavior in customers. The purpose of this research is to investigate the important elements of e-CRM which influence the customers satisfaction in the shopping mall. Also this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention. What we have found are as follows. (1) e-CRM elements greatly influencing on customer satisfaction in the shopping mall were e-Marketing, s-Sales, e-Service, and e-Security. (2) results of the relationship between customer satisfaction and repurchase intention was significant. (3) results of the relationship between customer satisfaction and word of mouth intention was significant. (4) results of the relationship between repurchase intention and word of mouth intention was significant. In conclusion, the results of this study will be helpful for the managers participating the operation of internet shopping mall.

• International Commerce and Information Review
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• v.13 no.4
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• pp.23-49
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• 2011

The of this study was to establish a theoretical basis for relationship marketing exercised in the mB e-Marketplace and to empirically analyze causal relationship among e-CRM factor, together with quality and the performance of the customer relationship. The population sample of this study was the companies who had experience for using the B2B e-Marketplace, and a data analysis was made through y analysis, factor analysis, multiple regression analysis and hierarchical regression analysis, utilizing statistical package of SPSS 18.0. The result of proving the are as follows; First, the e-CRM factors(e-Marketing, e-Service, e-Sales) of B2B e-Marketplace showed the positive influence on the customer relationship quality factor. the e-CRM factors of B2B e-Marketplace showed the positive influence on the customer relationship performance factor. Third, according to the test result on the relationship between quality factor and performance factor, customer relationship quality factor(satisfaction, trust) had positive effect on performance factor. Last, for the moderating effect of switching barrier in the customer relationship quality factor(satisfaction, trust) on the B2B e-Marketplace and its performance factor(reusing intention, long-term orientation) of maintaining the relation, the subordinate variables of switching barrier(alternative attraction, switching cost) showed the positive moderating effects.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2004.11a
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• pp.313-320
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• 2004

시장 환경의 전반적인 변화로 인하여 시장 규제가 완화되고 그로 인한 경쟁사가 늘어나고 있고, 공급자 중심의 시장에서 구매자 중심의 시장으로 변화되어 가고 있다. 이에 기업들은 고객과의 관계를 강화하기 위해 CRM을 중요한 해법으로 생각하여 다양한 방법으로 고객만족을 높이는데 주력하고 있다. 또한 정보기술의 발달로 인해 웹 상에서의 eCRM이 출현되었고 웹 상에서 고객의 데이터를 분석하여 적시에 고객의 니즈에 맞는 서비스를 제공해주는 Recommendation system 을 개발하여 좀더 향상된 eCRM 으로 원투원 마켓팅을 통해 판매 강화 및 고객만족도 제고를 실현할 수 있도록 발전되어왔다. 이중 eCRM의 Recommendation Engine은 고객의 니즈를 발견해내어 그에 맞는 다양한 상품들을 추천하는 시스템으로 Rule 기반의 컨텐츠 매칭 기법과 Collaborative Filtering 기법을 사용하였다. 그러나 이 기법들은 미리 정해진 Rule에 의해 사전적인 대응을 하지 못한다는 문제점과 비정형적인 정보 및 환경정보에 복합적인 판단이 고객중심의 현재 상황에 따라 이루어지지 못한다는 문제점을 가지고 있다 이에 본고에서는 이 문제에 대한 해결안으로써 Ontology를 이용한 실시간 추천시스템을 모델로 제시하고자 한다.

• Journal of IKEEE
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• v.8 no.2 s.15
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• pp.216-223
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• 2004

The customer's bulletin board is the important channel to get opinions from customers directly. The effective management of the bulletin board for the customer improves the reliance by providing the best replies and by accepting opinions of the customer and furthermore, that can raise the customer's reliance of the whole shopping mall is the important eCRM method. But, the present mostly customer's bulletin board is been replied without any classifying about many kinds of question. Consequently, The shopping mall should do systematic management of the best professional reply about many kinds of question. In order to resolve this problem, we implement a classifier called Naive Bayesian classifier is classified automatically bulletin board for eCRM of shopping mall.