• 아태비즈니스연구
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• 제4권1호
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• pp.31-42
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• 2013

This study aims at discovering the reasons why some customers do not want a relationship. In line with this observation, this paper explores customers' future relationship intentions according to the reasons identified. Based upon a qualitative methodology by way of in depth interviews, we have identified seven factors (e.g., passive loyalty, negative experience, relevance, negative indifference, positive indifference, and emotional value) that lead a consumer not wanting to maintain an ongoing relationship with a company. In Study 2, the author attempts to reveal the effects of each factor over time. The findings show that psychological motivations are useful in improving CRM performance.

• 한국경영과학회지
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• 제28권4호
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• pp.85-104
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• 2003

Customer retention is more emphasized for internet business than off-line shopping-malls. The loyals not only purchase a lot but also recommend the mall to new customers quickly using internet media, and there have been many studies on this subject. In this study, customer satisfaction and trust are suggested as preceding variables that have an influence on customer loyalty, and switching gains are suggested as a moderating variable between customer satisfaction & trust and customer loyalty. Many people think it would be easier to change business connection and customer loyalty for internet shopping-malls would be very low. This study, however, concluded that customer satisfaction and trust had a significant influence on customer loyalty even in internet shopping-mall, and that switching gains had moderating effect between satisfaction-attitudinal loyalty and trust-behavioral loyalty. These results are meaningful in that customer satisfaction or trust should be emphasized even on internet business and that switching gains can be strategic focus in building up customer loyalty and retention.

• CRM연구
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• 제2권2호
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• pp.41-51
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• 2009

최근 마케팅 분야에서는 상위 20% 이내의 고객에 대한 맞춤형 서비스 제공을 통해 고객의 충성도 상승과 매출 증대를 위한 VIP 마케팅이 관심을 받고 있다. 본 연구에서는 RFID(Radio Frequency Identification) 기술을 이용한 VIP 고객 접점 관리 사례를 살펴보고, 이를 기반으로 고객관계관리(CRM)에 RFID 기술 도입시 고려할 사항과 일반적인 시나리오를 제시하였다. RFID 기술은 무선전파를 이용하여 사물이나 고객의 ID 정보를 인식할 수 있는 기술로 현재 유통 물류 및 자산관리 분야에서 활발하게 적용되고 있다. 이 기술을 고객관계관리(CRM)를 위한 새로운 고객접점채널로서 활용하는 경우, RFID 기술의 장점을 충분히 활용한다면 다양한 형태의 지능형 고객 맞춤 서비스를 제공할 수 있을 것이다. CRM 고객접점에서의 RFID 기술은 도입 초기 단계지만 RFID 기술 향상과 다양한 시도를 거쳐 향후 다양한 업종에서 VIP를 포함한 고객 관리와 고객의 쇼핑 및 소비 패턴과 같이 마케팅 캠페인에 도움이 되는 중요한 정보를 획득할 수 있는 유용한 도구로 활용될 것이다.

• 산업경영시스템학회지
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• 제42권2호
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• pp.69-77
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• 2019

As information technology advances, the penetration of smart devices connected to the Internet, such as smart phone and tablet PC, has rapidly expanded, and as sensor prices have fallen the Internet of Things has begun to be introduced in the industry. Today's industry is rapidly changing and evolving, requiring companies to respond to the new paradigm of business. In this situation, companies need to actively manage and maintain customer relationships in order to acquire loyal customers who bring them a high return. The purpose of this study is to suggest a method to manage customer relationship using real time IoT data including IoT product usage data, customer characteristics and transaction data. This study proposes a method of segmenting customers through RFM analysis and transition index analysis. In addition, a real-time monitoring through control charts is used to identify abnormalities in product use and suggest ways of differentiating marketing for each group. In the study, 44 samples were classified as 9 churn customers, 10 potential customers, and 25 active customers. This study suggested ways to induce active customers by providing after-sales benefit for product reuse to a group of churn customers and to promote the advantages or necessity of using the product by setting the goal of increasing the frequency of use to a group of potential customers. Finally, since the active customer group is a loyal customer, this study proposed an one-on-one marketing to improve product satisfaction.

• 한국건설관리학회논문집
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• 제6권4호
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• pp.113-121
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• 2005

프로젝트의 일정 네트워크는 선-후행 관계로 정의된 액티비티들로 구성되어있다. 액티비티를 완료하는데 소요되는 기간은 현재 주택시장은 시장경제 체제 하에서의 수요자 중심으로 시장이 변화되어가고 동시에 예측할 수 없는 경기 변동의 증대가 이어지고 있다 주택 보급률은 3002년에 벌써 $100\%$를 도달 하였으며 출생률은 계속하여 감소하는 추세에 있다. 이러한 악 조건 속에서 주택 건설업체들이 앞으로 신규고객을확보하고 이윤을 창출하기 위하여 더 이상 새로운 시장을 개척해 나가기 보다는 기존의 고객을 관리함으로써 계속해서 자사의 제품을 이용 할 수 있도록 하는 것이 올바른 방향일 것이다. 이에 본 연구에서는 주택건설업 부문에서의 CRM(고객관계관리) 적용방향을 모델하우스를 중심으로 현시점의 문제점을 제시하고 앞으로 후분양제도의 도입에 맞추어 모델하우스에서의 CRM을 대체할 수 있는 방법을 제안 하고자 한다.

• 융합경영연구
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• 제11권2호
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• pp.1-11
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• 2023

Purpose: With the rapid development of e-commerce, logistics services, as an important part of e-commerce shopping, have gradually attracted people's attention. Customer engagement behavior is a new topic in marketing, and its connotation is still being explored. The purpose of this paper is to study the relationship between logistics service quality and customer engagement behavior. Research design, data and methodology: This study employed the method of online questionnaire survey, with Chinese e-commerce platform users as the survey objects, 248 valid survey sample data were collected, and the method of factor analysis and structural equation model analysis was used to verify the research hypothesis model constructed in this paper. Results: The four dimensions of e-commerce logistics service quality have different influences on customer satisfaction, and the influence of availability on customer satisfaction is not significant. Convenience, assurance, and security have a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on the three dimensions of customer engagement behavior: customer repeat purchase behavior, online word-of-mouth, and customer referrals. Conclusion: The results of this study will provide useful reference for the managers of e-commerce companies to improve customer engagement behavior by improving the logistics service quality.

• 한국항만경제학회지
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• 제22권1호
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• pp.125-149
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• 2006

The main purpose of this study is to develop new measurement device of the quality of terminal service, applying the existing research output of service marketing to the specific industrial aspect of container terminal. Especially we tried to help marketing managers present the points of effective marketing strategy with each dimension of service quality. To achieve this aim, we defined the service quality demensions of container port as the following three ones; the internal, the external, and the interactive qualities. The applied measuring instruments could be divided into three dimensions by carrying out factor analysis. Additionally, by analyzing the relative effects of the three dimensions of service quality on customer satisfaction, we found that the relative importance are as follows; interaction quality>internal quality> external quality. We confirmed that the three dimensions of service quality could affect customer loyalty and information, through customer satisfaction.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.31-34
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• 2001

The customer unsatisfaction in the new products exists, though the most of enterprises using QFD. It is mainly caused by the failure of corrective determination of technical importance rating(TIR). To derive the technical importance rating, the impact of the fulfillment of design requirements on the satisfaction of customer requirements must first be quantified. This has been accomplished through the use of a 1-3-9 or a 1-5-9 scale and ignored the peak of the house of quality(HOQ). In this paper we suggested the methodology reflecting effectiveness among engineering characteristics and adjusting the relationship strength between customer attribute(CA) and engineering characteristic (EC), by using limit probability and PCMR(pairwise comparison and median rank). With using this method, the determination of TIR would be more suitable for the voice of customers objectively. Here negative correlation is ignored.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2003년도 창립학술대회
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• pp.11-24
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• 2003

It is far more expensive for companies to acquire new customers than it is to retain customers. As a result, companies are turning to Customer Relationship Management (CRM) in order to make decisions about managing the relationship and the profitability of those customer relationships. CRM is a strategy that integrates the concepts of Knowledge Management, Data Mining and Data Warehousing in order to support the organization's decision -making process to retain long-term and profitable relationships with its customers. This paper examines the design implications that CRM poses to data warehousing. We then present a robust data warehouse schema to support CRM analyses and decisions. For example, the proposed schema could be used to calculate customer profitability and to identify social networks of influence between customers. The paper also discusses future areas for research pertaining to CRM data warehousing and data mining.

• 한국정보과학회논문지:컴퓨팅의 실제 및 레터
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• 제13권7호
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• pp.520-533
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• 2007

CRM(Customer Relationship Management)은 새로운 비즈니스 환경에서 기업의 이익과 경쟁적 우위를 차지할 수 있도록 하는 비즈니스 전략 모델이다. CRM 모델의 고객 응대 기법으로는 인터넷, E-mail, SMS(Short Message Service), 텔레포니 서비스, DM(Direct Mail)이 고객 접근 방법 매체로 이용된다. 최근 기업들의 수익성 모델 향상을 위한 노력으로 기존 고객의 이탈 방지 및 유지, 신규 고객의 가입 및 유지를 통한 비즈니스 모델을 다각화하고 있다. 본 논문은 CRM 채권 센터의 Avaya사의 예측발신시스템(Predictive Dialing System)을 기반으로 하였다. 예측발신시스템 구축 시 인입 콜(Call) 객체 처리를 위한 회선에 비해 대기 상담원이 적을 경우 실시간적 고객응대에 한계가 발생하였다. 기업의 입장에서 충분한 대기 상담원을 준비하지 못하는 이유는 고가의 유지비용 때문인데, 이를 해결하기 위해 본 논문에서는 불필요한 아웃바운드 상담을 줄이고, 과도한 콜백(CallBack) 적재를 감소시키기 위해서 고객 채널 통합을 위한 콜 객체 관리 메커니즘을 제안하고, 설계 구현 하였다. 성능 평가는 제안된 모델과 이전 모델의 실 데이타 값으로 평가 하였다. 제안된 모델은 대형 CRM 센터에서 효율적으로 이용될 것이다.