• Journal of Information Technology Applications and Management
• /
• v.14 no.1
• /
• pp.161-178
• /
• 2007

Nowadays, Customer Relationship Management (CRM) has been a competitive edge of many companies. It is critical for companies to get and maintain profitable customers. For the purpose of sustaining this competitive edge, companies should manage the Customer Information (CI) more effectively The major goais of this research are 1) to identify the activities of the Customer Information Management (CIM) and the factors influencing on the CIM, 2) to show the relationship between the proficiency of the CIM and the CI Quality, and 3) to verify the mediating effects of the proficiency of the CIM Process between the influencing factors and the CI Quality. An empirical study was undertaken to test the hypotheses with data from 65 companies. Multiple regression analysis and ANOVA were employed to test the hypotheses. We found that 1) there are 6 activities in the CIM process and 5 factors affecting the CIM, 2) the proficiency of the CIM process is closely related to the CI Quality, and 3) the proficiency of the CIM process plays the mediator between the influencing factors and the CI Quality.

• Journal of the Korea Safety Management & Science
• /
• v.9 no.3
• /
• pp.111-118
• /
• 2007

What is CRM(Customer Relationship Management) means that planning, executing, and re-accessing the marketing strategy based on the customer character by analyzing the material related to customers. That is CRM is a strategy of customer service on the base of data. In the case of the telecommunications and a newspaper, there are restricted application of CRM, because they are provided services by paying a given amount of money within a given period of time. This paper develops CRM model(chum prediction model) that can apply to a newspaper. For model-building, real data were used which were collected from one of the major a newspaper company in Korea. Also, this paper verifies the efficient result.

• Korean Journal of Construction Engineering and Management
• /
• v.6 no.4 s.26
• /
• pp.113-121
• /
• 2005

The construction industry has also enolved according to the changes and requirements, therefore it coms to manage the relationships with customers. However, the customer management in the construction industry has not been quite genuine, since it has been mainly oriented for public relations and advertisements of companies. The genuine customer management should not only systemize customer data but also provide strategy to utilize it through managing relationships with customers as well as customer themselves. In this research, I have focused mainly on Model House. Marketing is very important planning & coordination to project. And I know that the development power of new product and promotion strategy as to customer needs and wants. The key factor in housing industry is the analysis of customer's needs that key success factor is execution of action plan to our customer. His success in business is in result of satisfaction for our high quality customer. Therefore the CRM system is add to customer satisfaction and increase earning power to a business

• Korean journal of communication and information
• /
• v.45
• /
• pp.341-383
• /
• 2009

Customer Relationship Management (CRM) in the media field is a specialcustomer-centered management method based on the information technology in order to build a long-term relationship with customers, users or subscripted people of media services. The purpose of this study is to examine and compare the various strategies and the characteristics of customer relationship managements of domestic media corporations in the era of the digital convergence. The data is analyzed by in-depth interviews with the CRM managements of newspapers, cable & satellite broadcasters and telecommunication corporations. The result of the study shows that the practicing CRM in the media field has an influence on the management performance and the management's support influences the practice of CRM. CRM is practiced differently according to the scale of the media corporations and revenue. Also the study presents that media corporations which wanted to improve CRM are going through trials and errors caused by the lack of experience of the CRM market in Korea. Therefore this study would provide CRM strategy for CRM marketers in Korea. Furthermore, this study presents concepts to media corporations which do not apply to CRM yet, and theoretical backgrounds which do. Finally, the implication of the study, limitations and problems are explained and discussed.

• The KIPS Transactions:PartD
• /
• v.18D no.1
• /
• pp.57-66
• /
• 2011

Recently, the necessity of new methods of spatial data integration and analysis in CRM has been increased since it is acknowledged that about eighty percent of all data stored in corporate databases has a spatial component. But conventional CRM systems are either incapable of managing spatial data or are not user-friendly when doing so. This paper has designed and implemented spatially-enabled integration management system that can manage consistently both enterprise and spatial data through a legacy CRM system and object-oriented database and additionally support spatial analysis and map visualization for a gCRM. Through implementation, it is demonstrated that the proposed system can facilitate effectively spatial data management and analysis in a legacy CRM system.

• Korean Management Science Review
• /
• v.27 no.1
• /
• pp.33-43
• /
• 2010

This paper presents a method for the estimation and analysis of the economic value of weather forecasts for CRM decision-making problems in the leisure industry. Value is calculated in terms of the customer's satisfaction returned from the user's decision under the specific payoff structure, which is itself represented by a customer's satisfaction ratio model. The decision is assessed by a modified cost-loss model to consider the customer's satisfaction instead of the loss or cost. Site-specific probability and deterministic forecasts, each of which is provided in Korea and China, are applied to generate and analyze the optimal decisions. The application results demonstrate that probability forecasts have greater value than deterministic forecasts, provided that the users can locate the optimal decision threshold. This paper also presents the optimal decision strategy for specific customers with a variety of satisfaction patterns.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.27 no.2
• /
• pp.239-249
• /
• 2003

The purpose of this research was to investigate influential factors for shopmaster's CRM (Customer Relationship Management) in the designer brand products, and to indicate the future fashion marketing strategies. The questionnaires were distributed to 74 shopmasters of the Designer shop in domestic L. S and H Department stores. Descriptive statistics, factor analysis, and path analysis from Lisrel program were used to analyze the data. The results were as follows; Firstly. for shopmaster's CRM variables, four factors of customer management variables were found and labeled as interest, DB construction, contact opportunity, and materials. Also, four (actors of shopmaster's knowledge regarding apparel materials were found and labeled as professionalism, manner, sense, and persuasion. For service variables, four factors such as precision, variety, rapidity, positiveness, and convenience of shopping were found. Secondly, for the results of hypothesis, all of the independent variables had direct influences on forming the relationship with customers. Therefore, it is concluded that the main elements of Shopmaster's CRM are highly important variables in customer relationship marketing strategy.

• 한국디지털정책학회:학술대회논문집
• /
• 2004.05a
• /
• pp.369-382
• /
• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.

• Management & Information Systems Review
• /
• v.12
• /
• pp.17-35
• /
• 2003

In the customer-centered era, financial institutions have understood the importance of Customer Relationship Management(CRM), and heavily invested into building the required technology infrastructure more than ever. In a competitive environment that are changing fast, knowledge management is necessary. To know customers' needs and desire, we have to approach their environment and mind, and the method by estimating in terms of supposing or imitating. Applying customers' knowledge is effective and will come up with a stepping-stone to get rid of threatening factors by having competitiveness in a competitive environment and extending and changing the corporation. This purpose, the study has 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. To gain competitive advantage, these Institutions need to understand their customers' potential value to find out more and to recognize the significant changes of customer. Then the CRM implementation will help Financial Institutions move to more of a sales culture away from product and closer to the customer.

• Journal of Fashion Business
• /
• v.8 no.3
• /
• pp.34-48
• /
• 2004

This study aims to determine any possible causation between identifying which major factors affect CRM(Customer Relationship Management) in terms of promotion strategies for fashion goods and classifying customers into several categories, so that it can seek reasonable strategic measures based on CRM. This study suggested a model by selecting several variables meeting its goals, and used total 672 sheets of questionnaire for final analysis. In addition, a structural equation model was analyzed As a result, it was found that pricing flexibility had more or less influential relationships with trust, satisfaction and commitment in CRM, although having a negative relationship with commitment. Salesperson's role was also significantly correlated with trust, satisfaction and commitment in CRM, and especially, there were more influential relationships with satisfaction than any other factor. Service quality had relatively high influential relationships with trust, satisfaction and commitment in CRM. Retained customers showed more or less influential relationships with trust, satisfaction and commitment, while loyal customers did so with satisfaction and commitment, except for trust.