• Journal of Intelligence and Information Systems
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• v.7 no.1
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• pp.177-197
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• 2001

This paper is aimed at proposing a data mining-driven analysis to manage the customer defection rate in the bank. After 1997 IMF crisis, Korean banks were suffering from hard-pressed restructuring. At the heart of such restructuring effects, there was the need to manage the customer more effectively than ever. So far, many banks in Korea used to a poor management of customers without any highly-skillful techniques. In line with this argument, we propose several data mining techniques to determine more effective technique far managing customer deflection. We applied three data mining techniques such as logit model, neural network, and C5.0. Experiment data were collected from personal deposit account data of a specific bank in Korea. After experiments, we found that C5.0 showed more robust performance compared to other two techniques. On the basis of those experiment results, we proposed customer defection management policy.

• Journal of Korean Ophthalmic Optics Society
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• v.20 no.4
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• pp.405-414
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• 2015

Purpose: We analyse characteristics of optical shop customer's segmented market by using clustering analysis, and we expect it would be a useful indicator of marketing strategy for optical shops. Methods: Survey was conducted from March 10 to March 31, 2015. The survey asked customers who have visited optical shops in Seoul and Northern Gyeonggi-do regions, and analyzed by utilizing SPSS v.10.0 statistical package program. The analysing methods are frequency analysis, factor analysis about variable of values, clustering analysis for market segmentation, and crosstabs. Results: The market is segmented based on values. In the process of establishing marketing strategy, it is useful to establish strategy by classifying customers into 3 types of cluster; "middle level value oriented cluster", "high level value oriented cluster", "high level value oriented and non-religious cluster". In marketing strategy of progressive lenses, it turned out that the most important strategy is to target self-employed person in "middle level value oriented cluster". Conclusions: As a result of market segmentation by using clustering analysis, it was classified into 3 types of cluster, and we found that most important customer for progressive lenses is self-employed person in "middle level value oriented cluster" who is more than 41 years old.

• The Korean Journal of Applied Statistics
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• v.18 no.3
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• pp.567-581
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• 2005

Geographical Customer Relationship Management (gCRM) is an integrated solution of Geographic Information System (GIS) and Customer Relationship Management (CRM). In gCRM, GIS is used to show multi-dimensional analytical results of customer information geographically. When customer information is geographically presented, more valuable information appears. In this research we briefly introduce gCRM and show real examples of customer segmentation applied to company.

• Journal of Korea Technology Innovation Society
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• v.10 no.1
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• pp.73-97
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• 2007

R&D into future technologies should be conducted in conjunction with technological innovation strategies that are linked to corporate survival within a framework of information and knowledge-based competitiveness. As such, future technology strategies should be ensured through open R&D organizations. The development of future technologies should not be conducted simply on the basis of future forecasts, but should take into account customer needs in advance and reflect them in the development of the future technologies or services. This research aims to select as segmentation variables the customers' attitude towards accepting future telecommunication technologies and their value orientation in their everyday life, as these factors wilt have the greatest effect on the demand for future telecommunication services and thus segment the future telecom service market. Likewise, such research seeks to segment the market from the stage of technology R&D activities and employ the results to formulate technology development strategies. Based on the customer attitude towards accepting new technologies, two groups were induced, and a hierarchical customer segmentation model was provided to conduct secondary segmentation of the two groups on the basis of their respective customer value orientation. A survey was conducted in June 2006 on 800 consumers aged 15 to 69, residing in Seoul and five other major South Korean cities, through one-on-one interviews. The samples were divided into two sub-groups according to their level of acceptance of new technology; a sub-group demonstrating a high level of technology acceptance (39.4%) and another sub-group with a comparatively lower level of technology acceptance (60.6%). These two sub-groups were further divided each into 5 smaller sub-groups (10 total smaller sub-groups) through two rounds of segmentation. The ten sub-groups were then analyzed in their detailed characteristics, including general demographic characteristics, usage patterns in existing telecom services such as mobile service, broadband internet and wireless internet and the status of ownership of a computing or information device and the desire or intention to purchase one. Through these steps, we were able to statistically prove that each of these 10 sub-groups responded to telecom services as independent markets. We found that each segmented group responds as an independent individual market. Through correspondence analysis, the target segmentation groups were positioned in such a way as to facilitate the entry of future telecommunication services into the market, as well as their diffusion and transferability.

• Proceedings of the Korea Database Society Conference
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• 2001.06a
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• pp.172-182
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• 2001

재구매 가능성이 많은 고객을 세분화 하여 재구매 가능성이 많은 고객과, 그 고객의 정보를 제공함으로써 영업의 효율성을 도모하고자 함. 차종별 가망고객을 분석하여 New Car가 개발 되었을 때 차별적인 마케팅 활동을 수행하고자 함. 기존과 차별화 된 마케팅 전략을 적용하기 위해 대상자 선정하는 작업을 데이터 마이닝 기법을 적용함. (중략)

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2002.11a
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• pp.277-286
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• 2002

전통적인 고객관계관리 연구는 특정 시점에서 고객관계관리에 중점을 두어 연구되었다. 정적인 고객관계관리와 고객 행동에 관한 지식은 마케팅 관리자가 제한된 마케팅 자원을 이익의 극대화를 위해 사용할 수 있게 해주었다. 그러나 시간이 경과하게 되면 이러한 정적인 지식은 쓸모가 없어지게 된다. 그러므로 고객관계관리는 고객의 동적 특성을 반영해야 한다. 과거 고객의 구매 행위를 관찰하여 현재 또는 미래 시장의 고객을 세분화하여 구분된 고객 군집에 대해 서로 다른 마케팅 전략을 사용할 수 있다. 고객의 구매행동을 근간으로 한 고객관계관리는 수십 년 전부터 연구되어왔지만 동적인 고객관계관리에 대한 연구는 최근에 들어 활발하게 진행되고 있다. 본 논문은 인터넷 상점의 고객 데이터로부터 추출된 지식과 시간 경과에 따른 고객 행동 패턴의 분석을 위해 데이터마이닝과 모니터링 에이전트 시스템(MAS)을 이용하며, 이를 통해 동적인 고객관계관리 모델을 제시한다. 이 모델은 고객 이력 경로에 대한 예측과 고객에게 나타나는 집단 이력경로의, 분석, 그리고 시간 경과에 따른 고객 군집의 변화에 대한 분석, 그에 따른 마케팅 전략 도출을 포함한다. 이 모델의 제안은 많은 온라인 소매상이 직면할 수 있는 경영상의 문제를 해결하는데 유용할 것이다.

• Information Systems Review
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• v.9 no.3
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• pp.99-132
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• 2007

As customer management rises by important issue in electronic commerce, virtue study about CRM have proceeded much. However, because existent researches were positive researches of most statistical base, There are some limitation that does not show dynamic change with CRM flow by flowing of time, and can not forecast propriety and future result about CRM strategy. Therefore, in order to overcome existent limitation on these CRM study, this study designed dynamic model which draws factors that compose CRM strategy of on-line shopping mall, and do based on technique in system dynamics so that can analyze dynamic change between these factors. Concretely, atomized customer focuses in the on-line shopping mall and does based on Permission marketing theory, and applied CRM of different level to atomized customers and know change of customer satisfaction measurement and discomfort degree accordingly. According to the result of Simulation practice, situation that achieve CRM strategy of different level by atomize customer more increase the customer satisfaction than situation that is not so. Dynamic pattern that presented in this study is expected that can verify validity about CRM achievement strategy of different level at each CRM point of contact & how Internet enterprise including on-line shopping mall is establishing CRM strategy reasonably.

• Korean Business Review
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• v.15
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• pp.79-97
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• 2002

In this study, an analytical CRM for customer segmentation is exercised by integrating and analyzing the customer profile data and the access data to a particular web site. We believe that effective customer segmentation will be possible with a basis of the understanding of customer characteristics as well as behavior on the web. One of the critical tasks in the web data-mining is concerned with both 'how to collect the data from the web in an efficient manner?' and 'how to integrate the data(mostly in a variety of types) effectively for the analysis?' This study proposes a panel approach as an efficient data collection method in the web. For the customer data analysis, OLAF and a tree-structured algorithm are applied in this study. The results of the analysis with both techniques are compared, confirming the previous work which the two techniques are inter-complementary.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.139-144
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• 2013

This paper is an exploratory study to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, we compares the three satisfied customer reclassification methods such as attribute complex scores, satisfaction/dissatisfaction dimension and latent class analysis models. The case study results show that satisfied customer reclassification methods have merits and demerits and are expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• Proceedings of the Korea Database Society Conference
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• 2002.10a
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• pp.511-528
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• 2002

현 CRM(Customer Relationship Management)의 솔루션은 기업 중심의 고객관리, 분석, 협업의 기능으로 그룹화되어 시상을 형성하고 있다. 하지만 다양한 고객의 요구 사항을 충족하기 위해서는 어느 하나의 솔루션으로는 현재의 세분화 되고 다양화 되어지는 고객 관리 프로세스를 충족 시키기가 어렵다. (중략)