Journal of Korean Institute of Industrial Engineers (대한산업공학회지)

Korean Institute of Industrial Engineers (대한산업공학회)
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A Study on Customer Characteristics in B2B Transactions Using Three-dimensional Positioning Map and Web-shape Customer Needs Analysis

B2B 거래에서 3차원 포지셔닝 맵과 웹 모양 고객 니즈 분석을 통한 고객 특성 연구

  • Park, Chan-Ju (Department of Industrial & Systems Engineering, Myongji University) ;
  • Park, Yunsun (Department of Industrial & Systems Engineering, Myongji University) ;
  • Kim, Chang-Ouk (Department of Computer Science and Industrial Engineering, Yonsei University) ;
  • Joo, Sang-ho (Department of Business Administration, Myongji University) ;
  • Kim, Sun-il (Department of Computer Science and Industrial Engineering, Yonsei University)
  • 박찬주 (명지대학교 산업시스템공학부) ;
  • 박윤선 (명지대학교 산업시스템공학부) ;
  • 김창욱 (연세대학교 컴퓨터과학 시스템공학부) ;
  • 주상호 (명지대학교 경영학과) ;
  • 김선일 (연세대학교 컴퓨터과학 시스템공학부)
  • Published : 2002.09.30
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Abstract

This paper discusses a multi-dimensional analysis for Customer Relationship Management (CRM). For this, We propose a decision-making methodology which employs three analysis models. The first model is a three-dimension positioning map to derive a strategy which achieves the Process Value Line (PVL). The second model is the web-shape analysis model to visibly understand the individual based on the customer CSI (Customer Satisfactory Index) data. The third model which supports the web-shape analysis model, is the relative satisfactory analysis model. It considers a satisfaction level after purchasing against before purchasing. Then we perform overall analysis based on the three analysis models to provide marketing strategies to decision makers.

Keywords

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