• Journal of Information Technology Applications and Management
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• v.13 no.4
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• pp.155-165
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• 2006

Along with the evolution of wireless internet environment, information services in mobile internet are being explosively increased. However, due to the high expense for the use of those services, it is not easy to collect the devoted customers. In order to overcome the adverse conditions, the service should be supported by a strategic application system which facilitates easier and fast service for customer's information needs than that of traditional on-line internet. In this paper, we investigate the strategy how to provide the information service under the customer satisfaction, and also consider some ways of personalization of information service and information provision in real-time. As a result of the works, we develop a system, MoSA-CRM(Mobile Service Application based on CRM) to support customer-oriented information service. We believe that the MoSA-CRM system can provide some benefits for information providers in mobile e-commerce market such as flexibility in business strategy, systematic customer relationship management, and growth in financial ability.

• Korean Management Science Review
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• v.19 no.2
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• pp.1-23
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• 2002

It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.4
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• pp.88-97
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• 2015

Quality management system is a systematic quality improvement approach for firm-wide management for the purpose of improving performance in terms of quality, productivity, organizational characteristics, customer satisfaction, and firm's profitability. Recently, many researchers have examined the relationship between quality management system and firm's performance. The conclusion from these studies is that effective implementation of quality management system improves firm's performance. This paper extends the existing research on quality management system and firm's performance by examining how the impact of quality management system on firm's performance is moderated by organizational characteristics and customer satisfaction. The paper is organized as follows. Section 1 introduces the necessity and purpose of the research. Section 2 reviews quality management system and summarizes the results of previous studies. Section 3 present the proposed research model, the hypotheses related to the relationship between quality management system and firm's performance. Section 4 provides results from the data analysis. Section 5 presents discussions, results, further implications, and research limitations. An extensive literature research was designed to identify and retrieve empirical studies relevent to develop the hypotheses. The objectives of this study identify the factors of quality management system on business performance. The results are as follows: First, The management responsibility, resource management and product realization influenced significantly on financial performance. The management responsibility and product realization influenced significantly on non-financial performance. Second, the research showed a fact that organizational characteristics and customer satisfaction effect as a moderated between quality management system and business performance. The implications of our results are that organizational characteristics and customer satisfaction moderate the firm's performance.

• Asia pacific journal of information systems
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• v.16 no.4
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• pp.71-101
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• 2006

Modern companies have heavily invested in developing CRM systems without explicitly knowing how the systems improve customer relationship management. Many researchers have attempted to find the factors that contribute to the success of CRM systems. However, most research have investigated the direct relationships between CRM success factors and system success without explaining how the factors contribute to the system success. It seems to be logical to think that success factors enhance the customer equity value management (CEVM) capability of the firms and then these capabilities are the foundation for the success of systems. In this study, we developed a CRM success model that includes CEVM capability as a mediating variable. The research followed the following steps: (1) CRM success factors that have theoretical relationship with CEVM capability are identified and categorized, (2) the theoretical relationship between CEVM capability and CRM performance is established in the perspective of strategic CRM, and (3) the research model is tested with the survey data collected from Korean firms.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.3 s.162
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• pp.387-397
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• 2007

Due to the recent trend of relationship marketing and characteristics of the apparel retail industry that relys heavily on employees' performance, internal marketing toward the employees gives a critical influence on firms' overall performance. This study is aiming at the factors of internal marketing and relationship management that enhance positive attitude toward change. A survey questionnaire was developed and about two hundreds department store sales staffs working for apparel brands participated in the empirical study. Factor analysis ensured the existence of five aspects of internal marketing: educational training, internal communication, power endorsement, management capability and incentive system. Results indicated that age, marital status, years of employment, position rank, and salary types of salespersons had significant influence on internal marketing factors. Incentive system had significant influence on internal customer relationship management. Internal customer relationship management had significant impact on employees' attitude toward change. Educational training had significant influence on employees' perceived importance of change. Educational training, power endorsement and incentive system affected employees' perceived outcome of change.

• Journal of Korean Library and Information Science Society
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• v.35 no.3
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• pp.251-270
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• 2004

The purpose of this study is to introduce a customer relationship management(CRM) for more user satisfied information in through the relationship between an user-centered library management and library customers. The characteristics of library customer information needs and a general CRM system design are introduced. The result shows a plan for library CRM system. It is included a conceptual modeling design for the CRM system, a data dictionary, and event class.

• IE interfaces
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• v.20 no.3
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• pp.309-314
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• 2007

By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.1 s.149
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• pp.1-11
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• 2006

The purpose of this study was to analyze the current CRM situation in Korean apparel industry. Specifically, research purposes were 1) to examine the concepts and benefits of CRM, 2) to examine CRM strategies, 3) to analyze CRM system(i.e., customer relationship management service, customer segmentation criteria, DB management system), and 4) to analyze the potential problems and CRM adoption plan. The subjects for this research were thirty CRM managers in Korean apparel firms classified by the company type(woman's wear, man's wear, casual wear, children's wear, retailer) interviewed from December 2003 to March 1004. The results of this study were as follows: First, the concept of CRM represented the prime customer relationship, continuous consideration, and customer management system. The benefits of CRM reflected re-sales, improvement of profit share, and acquisition of customer's data base. Second, concerning the CRM strategies, most companies focused on persistent customer management through mileage program, membership cards and also implemented product strategies such as demand forecasting, customization based on customer data analysis. We also found that industry preferred to use pricing strategies, for example, segmentation of customer through discrepancies of price in which customers are provided by discount and gift voucher services. Regarding distribution strategy, channel diversification, localized service, and convenient delivery system were used. As promotion strategies, they chose celebrating customers' personal events and promoting cultural events and issuing coupons. Third, regarding CRM system, information service was the most frequently adopted, important and highly beneficial category. Also POS/web-POS, homepage were main sources of information. RFM is the mostly commonly used customer segmentation criteria. Fourth, potential problems in CRM adoption were lack of CRM knowledge and performance measurement of CRM. Future CRM adoption plan included CRM education and development of CRM performance measures.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.10
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• pp.2721-2727
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• 2009

This paper is construction on ontology_based mobile Customer Relationship Management system for efficient customer information management and analysis of medicine center. As using ontology technique, we support medicine service at grade according to quality and healthy of the customer based customer information. Proposed CRM system provides medical information and seminars to whom are necessity. For this, priority retrieval and similarity retrieval are able to be in the personnel order and the regional.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 2002.05a
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• pp.305-314
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• 2002

In order to adapt to today's rapidly changing environment and gain a competitive advantage, many companies are interested in CRM(Customer Relationship Management). Especially, the product recommendation system that can be implemented by personalizing the marketing strategy becomes the focus of CRM. In this research, we employed CBR(Case-Based Reasoning) technique that can overcome the limitation of CF(Collaborative Filtering) technique. Our system recommends the books that the customer is very likely to buy next time considering the factors such as 'Personal Features of Customer,' Similarity between Book Categories' and 'Sequence of Book Purchases'. Accuracy of predicting a book-not a particular book, but in the middle level of classification that contains about 190 categories-was about 57%.