• 경영정보학연구
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• 제5권1호
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• pp.113-127
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• 2003

본 연구는 지식경영의 조직요인, CRM의 시스템요인, 신뢰요인이 CRM의 성과에 어떠한 영향을 미치는지를 확인하는데 연구의 목적이 있다. 분석결과를 보면 국내기업은 고객과의 관계에서 신뢰를 가장 중요하게 여기고 있음을 알 수 있다. 그 다음으로는 지식지향적 조직문화/특성이 중요도가 높은 것으로 나타나 국내 기업은 고객과의 관계에서 조직의 변화가 중요하며 조직의 문화를 대변하는 구성원이나 조직 의 특성에 따라 고객관리에서의 성과의 차이를 보일 수 있다는 것으로 해석할 수 있다. 마지막으로 고객과의 연결의 역할을 하는 정보기술을 중요시 여기고 있어 고객관계관리를 성공적으로 이끌기 위해 국내기업은 신뢰와 기업의 변화, 고객 연결기술에 중점을 두고 있음을 미루어 짐작할 수 있다.

• 경영과정보연구
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• 제12권
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• pp.17-35
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• 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.

• 디자인학연구
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• 제16권2호
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• pp.281-290
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• 2003

오늘날과 같은 지식정보화 시대에는 자료 및 정보에서 창출된 지식을 어떻게 경영하고 관리하느냐에 의해 개인, 기업, 국가의 경쟁력이 평가된다고 해도 과언이 아닐 것이다. 지식경영 의 중요성 및 필요성이 부각되면서 디자인분야에서도 디자인 관련 지식을 창출하고 적용한 후 그 효용가치를 평가하려는 연구가 이루어져 왔다. 이들 선행연구들은 지식창출을 위해 이용되는 기초자료가 무엇이냐에 따라 CRM분야와 온라인 통계 조사분야 그리고 eCRM 분야로 구분할 수 있다. 그러나 이들 연구에서는 개별분야에서의 지식을 창출할 수 있다는 측면에서는 의미가 있지만 디자이너가 실무에 직접적으로 적용 할 수 있는 디자인 지식을 창출할 수 있다고 하기에는 다소 무리가 따른다. 왜냐하면 디자인관련 고객은 CRM분야의 기존 오프라인에서의 고객의 선호행위, 통계조사부분의 각종 디자인 요소에 대한 통계적 설문조사 결과 그리고 eCRM분야의 시공을 초월한 불특정 다수의 소비행태 및 선호패턴에 이르기까지 통합적인 형태의 지식이 요구되기 때문이다. 본 연구에서는 이러한 문제를 해결하기 위해 CRM, 통계조사, eCRM부분을 통합적으로 적용한 웹기반의 디자인 지식관리 솔루션을 제안하였다. 솔루션에서 제공되는 다양한 정보는 디자인관련 기업과 연구소 등의 실무 디자이너에게 고객위주 디자인을 생성하는데 필요한 잠재적 지식을 창출하는데 많은 도움을 줄 것으로 기대된다.

• 경영과학
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• 제22권1호
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• pp.127-148
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• 2005

This study aims at identifying the motive and infra that can satisfy them and enable them to succeed by coming out of existing customers control method focused on data and acquiring and applying the knowledge customers have. It also aims at enabling corporations to carry out more developed customer relations. This study will prove that acquiring and applying customers' knowledge is effective and will come up with a stepping-stone to get rid of dangerous factors by having competitiveness in a competitive environment and extending and changing the corporation. For this, the study have 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.

• 한국산학기술학회논문지
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• 제10권1호
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• pp.209-214
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• 2009

병원 산업계의 경영관리 환경 변화에서 인터넷의 정보 제공 수준이 높아짐으로써 고객의 의료 지능이 높아지고, 병원선택(Hospital Shopping)과 의사선택(Doctor Shopping)을 스스로 하고 있어서, 병원의 경영도 고객(환자)접점 관리가 사업성과를 중요한 결정 요인으로 작용하고 있다. 이러한 결과로 환자와의 접점관리를 위한 고객관계관리(CRM) 시스템을 구축하고 운영하는 병원이 점차 늘어가고 있다. 그러나 이러한 병원CRM시스템 투자 노력에도 불구하고 그 성과는 미미한 수준에 머물고 있거나 대부분의 CRM 시스템이 실패함에 따라 CRM의 적극적인 도입의 지가 줄어들고 있다. 본 연구에서는 병원CRM시스템의 도입 의도에 어떤 영향 변수들이 주요한 변수로 작용하고 있는지에 대하여 연구하였다. 이러한 문제를 해결하기 위해 병원CRM시스템의 구축에 있어서 영향을 많이 끼치는 분야로 병원정보시스템을 선택했고, 이를 위해 구조방정식모형을 이용하여 연구 가설을 검증하고 연구 모형의 유효성을 증명한 독립변수의 측정 변수를 도출하여 향후 CRM 도입을 하고자 하는 병원에게 지식정보를 제공하고자 하였다.

• 경영과정보연구
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• 제23권
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• pp.25-40
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• 2007

In the highly competitive and divers world of financial market, customer is the single most important factor to company's survival. Especially, creating a relationship with valued customers is a key to success. CRM provides the mean to retain high value customers. It takes a prospect of what customers expect. Utilizing those knowledge can help the products and service meet the customers' needs, thereby maximizing customer satisfaction and company's profit. In this report, I am going to suggest a few ways to develop successful CRM in the life insurance industry. First, CRM should innovate the way of communication to keep pace with Web 2.0 era. In other words, the customer's needs should be caught by real-time communication than traditional off-line market research. Thus, the functionality and specification of products can be decided by customer's direct choice so that the customers are able to purchase the understanding and experience of the products. Second, CRM project should consider whether the initial strategy plan can promise the stable growth of customer at the first step. When planning strategy, the project needs to identify what customer wants and how to fulfill the needs with stable growth of the customer. In addition, the CRM should be developed by realizing that customer centric benefits ultimately guarantee the growth of the organization. Third, CRM systems should enhance the organization's ability to take the customer's insight in a 360 degree view and to capture the voice of the customer directly. In order to develop the best matched product package, more precise customer segmentation should be ahead of market segmentation strategy. Forth, the biggest reward from CRM will be a customer royalty program. Many successful banks are already planning and practicing customer royalty strategy. A comprehensive analysis of customers and their behavior allow organization to identify high value potential customers' needs and determine a strategy required to meet those needs. Even life insurance companies such as Prudential Korea are developing products designed for royal customers. Fifth, understanding and managing the experience of customer called Customer Experience Management also can increase customer satisfaction. Measuring only customers' experience and adapting it to marketing strategy make products position in the gap between the customers' expectation and experience not required by market. A key component of CEM is its application across all organizational functions. At last, the direction of change and development of CRM can be defined from the conceptualization of information technology represented by Ubiquitous and Web 2.0. Instead of just managing customer information, companies should take the initiative in personalized system with customer oriented strategy. Furthermore, with the regular communication between CRM stakeholders (Sales-Marketing-IT), customer's demand should be directly reflected to enterprise strategy in real time.

• 한국IT서비스학회지
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• 제5권3호
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• pp.109-119
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• 2006

The company cannot optimize its computing environment just with individual solutions such as ERP(enterprise resource planning), SCM(supply chain management), CRM(customer relationship management), and KM(knowledge management). EAI(enterprise application integration) has emerged as an alternative that can optimize computing environment of the company through integrating such solutions and systems of distributed computing and mainframe environment. This paper reports the case study of Deakyo Co. in successfully implementing EAI. It describes project goal, project organization, project plan, the implemented EAI configuration and its features, the EAI effectiveness to the firm, and the critical success factors of the EAI project. This case study is thought to be useful as a practical guideline in carrying out EAI project of the company and to provide significant basis for constructing the theoretical framework of EAI project methodology.

• 지식경영연구
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• 제17권2호
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• pp.1-26
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• 2016

As entry barriers at the legal service market in Korea have been recently lifted, the legal service market has dramatically changed from a seller's market to a buyer's market. Externally, the Korean legal service market has been open to foreign law firms and internally, lawyers graduating from law schools have been increasing. In addition, as even the general public can easily access, through the official sites of government organizations, to the basic legal information such as laws and judicial precedents, the degree of information asymmetry has also decreased. These phenomena require the legal service industry to be a more client-oriented and more quality-oriented one. Having said that, legal service providers also need to continue to make strenuous efforts to measure and improve the service quality from the customers' perspective. Under these circumstances, this study introduced a certain type of model which may be of help of measuring and improving the quality of legal service of law firms, in particular, with a focus on those firms providing corporate legal service. This study used a Quality Function Deployment (QFD) in order to measure and thereby improve the quality of corporate legal service in the law firm industry. Above all, this study showed, by using SERVQUAL, each and every service attributes of quality measurement of the corporate legal service and also calculated the degree of importance of service quality at each process of providing corporate legal service. Next, this study introduced all supporting factors necessary for the provision of corporate legal service and calculated the degree of importance of each and every supporting factors in the service process. This study may be of help to provide the substantial and systematic approaches to the corporate legal service providers who would like to set up a certain methods of measuring and further improving the quality of corporate legal service from the customers' perspective.