Proceedings of the Safety Management and Science Conference (대한안전경영과학회:학술대회논문집)
- 2005.11a
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- Pages.171-184
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- 2005
A Study on the ANP Application for the Construction of Integrated CEM Model
CEM통합모델 구축을 위한 ANP활용에 관한 연구
Abstract
Today, the usage of DB already becomes an important issue for many companies' survival, especially, for the companies who have adopted CRM(Customer Relationship Management). CEM(Customer Experience Management), as a practical alternative, can settle it. In this paper, we use QFD(Quality Function Deployment) and GA(Genetic Algorithm)-based Group ANP(Analytic Network Process) to construct the Integrated CEM Model to help company decide the priorities of investment in customer experiences.
Keywords