• Title/Summary/Keyword: CRM Data

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Design and Implementation of Spatially-enabled Integration Management System for a gCRM (gCRM을 위한 공간 데이터 통합관리 시스템의 설계 및 구현)

  • Kim, Sam-Geun;Moon, Il-Hwan;Ahn, Jae-Geun
    • The KIPS Transactions:PartD
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    • v.18D no.1
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    • pp.57-66
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    • 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.

Effective eCRM using prediction function of Data Mining (Data Mining의 예측기능을 이용한 효과적인 eCRM)

  • Kang Rae-Goo;Kim Seung-Eon;Jung Chai-Yeoung
    • Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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    • 2006.05a
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    • pp.1039-1042
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    • 2006
  • Because many corporations computerize process figure enemy who is introducing eCRM fast and are used mainly at past by purpose to detect and analyze and forecast systematic analysis of customer information and various pattern of customer recently, ordinary peoples are trend that is alternated gradually by data mining that can drawand forecast result of good quality easily. Field that this data mining is used representatively is eCRM. In this treatise customer data of A discount store and sale data of 1 years experimenting that forecast customer contribution to base next year through data mining actuality data and data mining through comparison with predicted data are how effective to eCRM prove.

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The Efficiency Analysis of CRM System in the Hotel Industry Using DEA (DEA를 이용한 호텔 관광 서비스 업계의 CRM 도입 효율성 분석)

  • Kim, Tai-Young;Seol, Kyung-Jin;Kwak, Young-Dai
    • Journal of Intelligence and Information Systems
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    • v.17 no.1
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    • pp.91-110
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    • 2011
  • This paper analyzes the cases where the hotels have increased their services and enhanced their work process through IT solutions to cope with computerization globalization. Also the cases have been studies where national hotels use the CRM solution internally to respond effectively to customers requests, increase customer analysis, and build marketing strategies. In particular, this study discusses the introduction of the CRM solutions and CRM sales business and marketing services using a process for utilizing the presumed, CRM by introducing effective DEA(Data Envelopment Analysis). First, the comparison has done regarding the relative efficiency of L Company with the CCR model, then compared L Company's restaurants and facilities' effectiveness through BCC model. L Company reached a conclusion that it is important to precisely create and manage sales data which are the preliminary data for CRM, and for that reason it made it possible to save sales data generated by POS system on each sales performance database. In order to do that, it newly established Oracle POS system and LORIS POS system concerned with restaurants for food and beverage as well as rooms, and made it possible to stably generate and manage sales data and manage. Moreover, it set up a composite database to control comprehensively the results of work processes during a specific period by collecting customer registration information and made it possible to systematically control the information on sales performances. By establishing a system which unifies database and managing it comprehensively, impeccability of data has been greatly enhanced and a problem which generated asymmetric data could be thoroughly solved. Using data accumulated on the comprehensive database, sales data can be analyzed, categorized, classified through data mining engine imbedded in Polaris CRM and the results can be organized on data mart to provide them in the form of CRM application data. By transforming original sales data into forms which are easy to handle and saving them on data mart separately, it enabled acquiring well-organized data with ease when engaging in various marketing operations, holding a morning meeting and working on decision-making. By using summarized data at data mart, it was possible to process marketing operations such as telemarketing, direct mailing, internet marketing service and service product developments for perceived customers; moreover, information on customer perceptions which is one of CRM's end-products could feed back into the comprehensive database. This research was undertaken to find out how effectively CRM has been employed by comparing and analyzing the management performance of each enterprise site and store after introducing CRM to Hotel enterprises using DEA technique. According to the research results, efficiency evaluation for each site was calculated through input and output factors to find out comparative CRM system usage efficiency of L's Company four sites; moreover, with regard to stores, the sizes of workforce and budget application show a huge difference and so does the each store efficiency. Furthermore, by using the DEA technique, it could assess which sites have comparatively high efficiency and which don't by comparing and evaluating hotel enterprises IT project outcomes such as CRM introduction using the CCR model for each site of the related enterprises. By using the BCC model, it could comparatively evaluate the outcome of CRM usage at each store of A site, which is representative of L Company, and as a result, it could figure out which stores maintain high efficiency in using CRM and which don't. It analyzed the cases of CRM introduction at L Company, which is a hotel enterprise, and precisely evaluated them through DEA. L Company analyzed the customer analysis system by introducing CRM and achieved to provide customers identified through client analysis data with one to one tailored services. Moreover, it could come up with a plan to differentiate the service for customers who revisit by assessing customer discernment rate. As tasks to be solved in the future, it is required to do research on the process analysis which can lead to a specific outcome such as increased sales volumes by carrying on test marketing, target marketing using CRM. Furthermore, it is also necessary to do research on efficiency evaluation in accordance with linkages between other IT solutions such as ERP and CRM system.

Datamining technique for successful eCRM, CRM (성공적인 eCRM, CRM을 위한 데이터마이닝 기법)

  • Kang Rae-Goo;Lim Hee-Kyoung;Jung Chai-Yeoung
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.10 no.9
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    • pp.1596-1601
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    • 2006
  • To customer management finds and forecast customer's various pattern more easily and conveniently rising by important topic that control corporation's success and failure, mmy corporations are introducing CRM and eCRM fast. At past, customer management had been managed by statisticians or special statistics package but it is trend been alternating gradually by datamining technique to do to computerize statistics process based on sudden development of IT. Field that this datamining is used representatively is CRM, eCRM. This paper applied datamining using GA referencing customer data or discount store and sale data or 2004 years. forecasted 2005 years melancholy customer by datamining and proved datamining through comparison with actuality customer data is how effective to eCRM.

Data Mining for Strategy focused CRM Structure (전략중심의 CRM구조의 데이터마이닝)

  • Yoon Yong W.
    • Proceedings of the Korean Operations and Management Science Society Conference
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    • 2004.10a
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    • pp.399-405
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    • 2004
  • With the explosive growth of information sources available under various information technology and business environment, it has become increasingly necessary for determining effective marketing strategies and optimizing the logical structure of the CRM data mining system. In this paper, we present an overview of the data mining for strategy focused CRM structure. This includes preprocessing, transaction identification and data integration components. We describe the main part of this paper to the discussion of processes and problems that characterize the mining tools and techniques, identify the CRM data mining, and provide a general architecture of a system to do focused CRM data mining that require further research and development.

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A Spatial Analysis Supporting System Based On CRM And Data Mining Technique

  • Seo, Jeong-Min;Wei, Hu Xiao;Lee, Sang-Moon
    • Journal of Korea Multimedia Society
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    • v.12 no.6
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    • pp.777-784
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    • 2009
  • Recently, the importance of geoCRM (geographic Customer Relationship Management) systems are growing rapidly. So, result of the recognition that their applications extend well beyond the traditional CRM systems with the advent of ubiquitous environment and generalized location based services. A majority of traditional CRM systems are either incapable of managing spatial data or are not user-friendly when doing so. On the other hand, the geoCRM systems can be built as providing the geographic-based functions about CRM, including spatial and market analyses and the visualization of customer data, etc. However, it lacks the specific model and implementation of the geoCRM systems, being caused by the incomprehension of needs, the absence of related standards and the difficulties of development, and so on. In this paper, we develop a new spatial analysis supporting system that to enhance productivity through the convenient use and management of spatial data. The functionality provided by our system includes a set of analysis functions based on data mining techniques which allow a user to affect powerful transformation on spatial data. Particularly, both spatial data and non-spatial attributes can be efficiently handled as an object through our OODBMS.

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A Study on Hotel CRM(Customer Relationship Management) using Big Data and Security (빅 데이터를 이용한 호텔기업 CRM 및 보안에 관한 연구)

  • Kong, Hyo-Soon;Song, Eun-Jee
    • Convergence Security Journal
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    • v.13 no.4
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    • pp.69-75
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    • 2013
  • Customer is the base factor of income for some corporations, so that effective CRM (Customer Relationship Management) is very important to develop the business. In order to use CRM efficiently, we should figure out customers' demands and provide services or products that the customers want. However, it is getting difficult to comprehend customers' demands because they have complicated form and getting more diverse. Recently, social media like Twitter and Facebook let customers to express their demands, and using big data is a very effective method for efficient CRM. This research suggests how to utilize big data for hotel CRM, which considers customer itself as asset of business. In addition, we discuss security problems of big data service and propose the solution for that.

The Structural Relationship of Customer Data Integration and CRM Performances (고객 데이터 통합과 CRM성과간의 구조적 관련성)

  • Kang Jae-Jung;Moon Tae-Soo
    • The Journal of Information Systems
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    • v.15 no.3
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    • pp.87-106
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    • 2006
  • The customer-focused enterprise is interested in integrating every record of an interaction with a customer. This study is to investigate the structural relationship of data integration customer analysis capability, marketing & sales capability, customer service capability, and CRM performance. 205 survey data were collected from the company which implemented the CRM package. SEM analysis shows that data integration has influence on the CRM performance through the improvement of customer analysis capability, marketing 8t sales capability, and customer service capability. The revised model for further goodness-fitting model shows that data integration has influence on the improvement of customer analysis capability, marketing & sales capability, and customer service capability. but customer analysis capability has indirect influence on CRM performance through the improvement of marketing & sales capability, customer service capability.

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A Study on the Application of e-CRM for Buyer Relationship Commitment in Korea Export Firms (수출업체의 바이어 관계결속을 위한 e-CRM 적용에 관한 연구)

  • Hong, Seon-Eui
    • International Commerce and Information Review
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    • v.7 no.2
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    • pp.3-23
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    • 2005
  • This paper object is application of electronic Customers Relationship Management(e-CRM) for buyer relationship commitment in korea export firms. So, I'd like to suggest some applications of e-CRM needed to strengthen the export firms in korea. These applications are as follows First, the export companies are required to e-CRM logical architecture that is needs to achievement of buyer relationship commitment. Second, Buyer data source is classify in to three large group by outside data, transaction data and support data. Third, a concept and function of buyer information database. Fourth, e-CRM campaign management for export marketing. Fifth, interaction of buyer and customizing. finally, a point to be considered of korea export companies are national character, data mining out of buyer information database, difference of data gathering and sustaining up date of buyer's new information.

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A Study on System Applications of e-CRM to Enforcement of consumer Service (e-Commerce 쇼핑몰의 소비자 서비스 강화를 위한 활용연구)

  • Kim Yeonjeong
    • Journal of the Korean Home Economics Association
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    • v.43 no.3 s.205
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    • pp.1-10
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    • 2005
  • The purpose of this study was to investigate the enforcement strategy for Consumer Service marketing of an e-Commerce shopping mall. An e-CRM for a Cosmetic e-Commerce shopping mall, Data Warehousing(DW) component, analysis of data mining of the DW, and web applications and strategies had to developed for marketing of consumer service satisfaction. The major findings were as follows: An RFM analysis was used for consumer classification, which is a fundamental process of e-CRM application. The components of the DW were web sales data and consumer data fields. The visual process of consumer segmentations (superior consumer class) for e-CRM solutions is presented. The association analysis algorithm of data mining to up-selling and cross-selling indicates an association rule. These e-CRM results apply web DB marketing and operating principles to a shopping mall. Therefore, the system applications of e-CRM to Consumer services indicate a marketing strategy for consumer-oriented management.