경영과학 (Korean Management Science Review)

한국경영과학회 (The Korean Operations Research and Management Science Society)
권호 표지

고객지식의 획득/활용과 고객관계관리에 영향을 미치는 요인

The Impact of Acquisition and Use of Customer Knowledge on CRM

  • 이현수 (경희사이버대학교 글로벌경영학과) ;
  • 채영일 (경희사이버대학교 글로벌경영학과)
  • 발행 : 2005.05.01
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초록

This study aims at identifying the motive and infra that can satisfy them and enable them to succeed by coming out of existing customers control method focused on data and acquiring and applying the knowledge customers have. It also aims at enabling corporations to carry out more developed customer relations. This study will prove that acquiring and applying customers' knowledge is effective and will come up with a stepping-stone to get rid of dangerous factors by having competitiveness in a competitive environment and extending and changing the corporation. For this, the study have identified knowledge-oriented infra that corporations know and customer relations by conducting a poll of local corporations and have presented motives that can effectively carry out knowledge-based customer relations.

키워드

참고문헌

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