IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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Development of a Prototype Software for a Corporate Customer Relationship Management in the Postal Service

우편 서비스의 법인 고객관계관리를 위한 프로토타입 소프트웨어 개발

  • Kim, Yong-Soo (Department of Industrial and Management Engineering, Kyonggi University) ;
  • Choeh, Joon-Yeon (Department of Digital Contents, Seojong University)
  • 김용수 (경기대학교 산업경영공학과) ;
  • 최준연 (세종대학교 디지털콘텐츠학과)
  • Received : 2011.08.10
  • Accepted : 2011.10.19
  • Published : 2012.06.01
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Abstract

Conventional research on customer relationship management(CRM) in general has focused on the effects of individual customer's satisfaction, retention and profit management. However, corporate customers are more profitable than individual customers because of high volume and frequent transactions between companies. In this article, a prototype for a corporate customer relationship management is developed in the postal service. First, the frequency and amount of customers' usage were examined, and thereby the corporate customer rating scheme was established to provide customized service. Second, five different types of usage patterns were determined using clustering analysis. In addition, we presented the rationales behind the five types of patterns. Third, RFM(recency, frequency, monetary) analysis was performed, and then action plans were developed to increase sales. Finally, the prototype software was developed to automatically perform the above analysis using MS Excel program.

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References

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