• Information Systems Review
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• v.12 no.1
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• pp.1-22
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• 2010

Demands onenterprise applications are changing drastically in terms of service and value. Currently enterprises have started to view these applications as service systems, as they combine technology with organizational networks designed to deliver services that satisfy the needs of customers and marketing operations. Social networking is playing a crucial role in this direction and provides organizations with the critical data that enable to build strong relationships with their customers and partners. Enterprises have started using this concept, by integrating social networking services with their enterprise applications such as CRM. In this paper, we combine an open source social networking engine with a CRM (Customer Relationship Management) application to constitute a social CRM system. This can bring the customers closer to the enterprise and facilitate better communication with them. Social Networking Analysis constructs were used to analyze the effectiveness of service system. In the current competitive and economically challenging conditions, salespeople needs to quickly and effectively establish meaningful communication with customers. Our approach can address this issue, by handling the changing customer demands in minimal time, and increases service quality and business value.

• Proceedings of the Korea Information Processing Society Conference
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• 2012.11a
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• pp.1619-1622
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• 2012

최근의 인터넷환경하에서 고객들과의 소통을 통한 관계의 이해와 관리 필요성이 증가하면서 고객관계관리(Customer Relationship Management, CRM)가 중요한 기능으로 고려되고 있다. CRM은 인터넷의 발달과 함께 e-CRM으로 발전되었으며, 최근 소셜 네트워크 서비스(Social Network Service, SNS)가 활성화되면서 s-CRM으로 변화하고 있다. SNS 는 자기를 표현하는 프로필과 사용자 간의 연결을 통한 소통으로 구성되어 있으며, 사용자간의 의견교환을 통한 자발적인 홍보와 노출뿐만 아니라 고객과 기업의 직접적인 커뮤니케이션 창구로서 CRM 마케팅을 펼치기에 적합하다. 본 연구는 SNS 중 현재 가장 많은 회원을 보유한 페이스북 팬페이지에서 e 쿠폰 발행을 매개로 소셜 네트워크 이용자들을 대상으로 충성 고객을 확보하기 위한 요인들을 분석하였다. 본 연구 결과는 페이스북 기업 팬페이지의 좋아요, e 쿠폰 발행, e 쿠폰 사용내역에서의 각 요인들의 영향을 분석하였다.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.403-413
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• 2015

Social media has recently become one of the primary tools for viral marketing as an effective advertising channel, in order to maximize effects of world-of-mouth through social media, it is very important to obtain customer experience-centric differentiated contents in offline. However, viral marketing is still being implemented mainly based on online channels because of the lack of effective services and methods to support social medial marketing in conjunction with offline. On that account, this study proposes O2O(Online to Offline) based social media marketing method allowing customers to connect their personal experience conveniently and easily in offline in which they voluntarily participate. Furthermore, this study aims to verify the effectiveness of the proposed method by analyzing the empirical cases thereof. This study would eventually contribute to the vitalization of social media marketing market by enabling customers to obtain personalized posts as connecting online to offline organically and also by allowing corporations to get an ample amount of useful CRM information for planning marketing strategies.

• Journal of Digital Convergence
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• v.16 no.10
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• pp.427-436
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• 2018

Companies are now using SNS as an online marketing channel and increasingly using it for customer relationship management(CRM). Although companies are actively using social media for marketing, language study brands in South Korea are using social media marketing in widely different ways. Among various components of social media marketing activities, this study analyzed the effects of informativeness, content suitability, and recency of social media marketing on consumers from the perspectives of brand equity and purchase intent. In the results, components of social media marketing activities had significant effects on brand equity, in the order of recency, content suitability, and informativeness. Second, brand equity and consumer purchase intent had significant correlation. And having a child also influenced purchase intent. The results of this study can be used as basic data for research on social media marketing of language schools and propose a theoretical direction for future research in the field as there is little academic data related to the subject.

• The KIPS Transactions:PartB
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• v.18B no.5
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• pp.279-290
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• 2011

As the volume of internet and web contents have shown an explosive growth in recent years, lately contents recommendation system (CRS) has emerged as an important issue. Consequently, researches on contents recommendation method (CRM) for CRS have been conducted consistently. However, traditional CRMs have the limitations in that they are incapable of utilizing in web 2.0 environments where positions of content creators are important. In this paper, we suggest a novel way to recommend web contents of high quality using both degree of centrality and TF-IDF. For this purpose, we analyze TF-IDF and degree of centrality after collecting RSS and FOAF. Then we recommend contents using these two analyzed values. For the verification of the suggested method, we have developed the CRS and showed the results of contents recommendation. With the suggested idea we can analyze relations between users and contents on the entered query, and can consequently provide the appropriate contents to the user. Moreover, the implemented system we suggested in this paper can provide more reliable contents than traditional CRS because the importance of the role of content creators is reflected in the new system.

• Journal of Digital Convergence
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• v.11 no.5
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• pp.187-199
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• 2013

Since the supply of smart phones, a change in mobile environment brought a turning point called a mobile generation. Smart mobile office is a combined form of smart phones' new mobile environment and its social media. A construction of mobile office environment using smart phones brought revitalization of the smart phone market. CRM construction also became new requirements for a customer management. However, based on the current information system audit standard, check fields or check lists are insufficient to apply to audit for CRM construction in a smart mobile office environment. Therefore, this paper proposes a model for auditing CRM system construction in smart mobile office environment. It proposes audit domain and check lists of CRM construction. It also verified whether the proposed model is suitable or not by doing a survey if deduced audit domain and check lists correspond with the purpose of the CRM construction audit during smart mobile office environment. As the result, this study appear to have more than average satisfaction the suitability results were.

• Proceedings of the Korean Society of Computer Information Conference
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• 2018.01a
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• pp.207-210
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• 2018

인플루언서(Influencer)란 소셜 미디어에서 유난히 많은 영향력과 파급효과를 가지고 오는 사람들을 말하며, 이들이 만들어내는 콘텐츠는 이제는 자신들의 브랜딩을 넘어선 커머스(Commerce) 효과를 발휘하고 있다. 본 논문에서는 소셜 웹 그리고 공공데이터를 중심으로 뷰티 빅데이터와 방송 콘텐츠 빅데이터를 수집하고 분석하여 상호 상관성에 기반하여 화장품 관련 기업에서 CRM(Customer Relation Management), PLM(Product Lifecycle Management, SCM(Supply Chain Management System) 등의 경영정보시스템과 연계한 뷰티 분야에 최적화된 통합 경영정보시스템을 제안한다.

• Spatial Information Research
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• v.20 no.4
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• pp.37-45
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• 2012

Moving forward on smart society, change of the way to solve the spatial issue used in information society is required. In order to be competitive and sustainable spatial information service, existing "spatial information open platform" strategy needs to be transformed into "spatial information social platform". The requirement for the spatial information open platform to be socialized and evolved into the spatial information social platform is investigated with respect to the characteristics of social platform P. Savalle(2010) suggested. Based on the investigation, the definition of spatial information social platform is formulated. Several roles of the government as a platformer to create and manage the spatial information social platform are suggested.

• CRM연구
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• v.4 no.2
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• pp.31-41
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• 2011

Supporting communications among users, Social Network has encouraged various information flows through relationships among them. This paper studies on mentality or attitude of Social Network Services (SNS for short) users, on the basis of Technology Acceptance Model (TAM for short) and then proposes so-called TAMS, Technology Acceptance Model for Social Network Services. SNS users make full use of SNS as channels in order to create, expand, and obtain some information related to personal concerns. We will research on how the benefits that users get by using SNS exert influence on user-perceived usability. The SNS-using benefits focus on relationship benefits that are formed by interactions among users. Provided that perceived usability affects mental or informational benefits according to involvement of SNS users, we will check how perceived usability or ease of use is connected to brand attitude.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2014.10a
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• pp.643-644
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• 2014

정보기술의 발달과 인터넷의 확산 등의 사회적인 변화에 따라 고객을 효과적으로 만족시킬 수 있도록 기업은 고객과의 장기적인 관계를 구축하는 고객관계관리(CRM: Customer Relationship Management)을 사용하고 있다. 최근에는 블로그나 SNS등에 기업이 상품이나 서비스를 팔고자 하는 소비자들이 가득 모여 있기 때문에 실시간으로 소비자의 니즈를 파악할 수 있는 방법으로 트위터, 블로그, 카페 등 SNS 상의 빅 데이터를 분석하는 시스템을 이용한다. 본 논문에서는 고객의 보다 효율적인 피드백 수집분석을 위해 기존의 기업/기관에서 운영 및 관리하는 내부 CRM 데이터와 SNS 상의 외부 데이터를 연동하여 분석할 수 있는 이기종 데이터의 통합 분석엔진 시스템을 제안한다. 이를 의료서비스에 적용하여 내부 데이터인 매출, 방문자 수, 진료과 정보, 환자 정보, 고객 불만 유형 등을 분석하고 소셜데이터를 통해 해당 의료기관에 대한 소비자 경험 (진료, 시설 등) 정보를 수집한다.