• 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.

• 산업경영시스템학회지
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• 제29권1호
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• pp.26-33
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• 2006

The potential needs as well as visible needs of customer should be considered in order to research and analyze of the customer data. The methods to analyze customer data is classified into customer segmentation, clustering analysis model, forecasting customer response probability model, analysis of the customer break rate model and new customer analysis model by the purpose. In this study, we developed the CW-CLV (Correlation Weight Customer Lifetime Value)method that used AHP(Analytic Hierarchy Process)rule for enhance the reliability of customer data and quantitative analysis of the customer segmentation, based on CLV(Customer Lifetime Value). We suggest to new variables and methodology from determined CW-CLV coefficients, because all of companies respect to the diversified customers classification and complexity of consumers needs. Finally, we unfolded any company's scheduling added new methodology using simulation and leaded conclusion about the new methodology.

• 한국콘텐츠학회논문지
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• 제17권5호
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• pp.192-199
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• 2017

본 연구는 호텔직원의 성장욕구와 직업존중감이 고객지향성에 미치는 영향과 심리적 주인의식이 직원의 고객지향성의 관계에 미치는 매개효과에 대해 연구하였으며 서울지역에 소재한 특급호텔 직원을 대상으로 실증분석을 시행하였다. 그 결과, 직원의 성장욕구와 직업존중감이 고객지향성에 유의한 영향력이 있고 심리적 주인의식이 직원의 성장욕구와 직업존중감과 고객지향성의 관계에 완전한 매개효과를 미치는 것을 확인하였다. 이러한 연구결과를 바탕으로 호텔 인사담당자를 위한 직원관리에 대한 이론적 의미와 시사점 그리고 향후연구방향을 제시하였다.

• 한국인터넷방송통신학회논문지
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• 제24권4호
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• pp.189-194
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• 2024

고객의 니즈를 파악하고 그에 맞게 제품과 서비스를 개선하는 것은 현대 비즈니스에서 생존과 성장을 위한 필수 과제이다. 이는 고객 만족도의 증대와 제품의 경쟁력 확보에 직결되는 문제이기에 이를 성공적으로 이행하는 것이 중요하다. 그러나 사용자 리뷰는 비정형 데이터의 특성을 갖고 있기에 리뷰 분석에 다양한 단계의 처리가 요구되며, 리뷰를 분석하고 알맞은 솔루션을 적용하기 위해서는 전문적인 지식과 기술이 필요하다는 등의 문제로 인해 소상공인들은 고객의 니즈를 빠르게 수용하고 반영하는 것이 어려운 상황에 처해있다. 따라서 본 논문은 ChatGPT를 활용하여 사용자 리뷰에서 중요 단어 및 새로운 단어를 파악하고 새로운 고객의 니즈를 도출하는 방법을 제안한다.

• 대한안전경영과학회지
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• 제1권1호
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• pp.101-110
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• 1999

QFD is a market driven design and development methodology for products and services to meet or exceed customer's needs and expectations, This method enables to specify clearly the customer's needs and then evaluate the product capability in terms of its impact on meeting those needs. Process of satisfying customers begins with effectively soliciting their different needs and wants which may be non-technical and imprecise in nature. Although the HoQ is a comprehensive tool for showing the relationships between attributes, it lacks the flexibility to deal with the inherent inexactness and vagueness in the voice of customer. In this paper, fuzzy theory is introduced to overcome this limitation. Qualitative customer requirements are interpreted quantitative data through fuzzy inference procedure, and then target value is determined.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2007년도 춘계학술대회 논문집
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• pp.1948-1953
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer's needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• 한국철도학회논문집
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• 제10권3호
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• pp.350-354
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer‘s needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• 한국실내디자인학회논문집
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• 제32호
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• pp.121-130
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• 2002

At the large commercial facilities, people try to grasp a customer's needs as the marketing strategies for effective management and maximization of profits as well as the primary purpose for functional and effective spatial plan. In planning the interior of each department, they try to provide the image of the interior environment corresponding to customer's emotional needs. And this kind of efforts also have been improved as visual merchandising strategies based on the transmission of visual information. This study is to examine the correlation among customer's behavior, circulation and VMD by gasping their shopping patterns at the department stores based on the spatial and emotional approach to form an environmental image of each department. The researcher focused on time, speed and rate of shopping that show customer's behavioristic characteristics and examine the factors to have an influence on decision making. With the result, this study proposes the primary data and evidence for MD planning, circulation planning and VMD planning of each department.

• 한국감성과학회:학술대회논문집
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• 한국감성과학회 2000년도 춘계 학술대회 및 국제 감성공학 심포지움 논문집 Proceeding of the 2000 Spring Conference of KOSES and International Sensibility Ergonomics Symposium
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• pp.212-217
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• 2000

The purpose of this study was to develop a design process for a functional and sensible brassiere for muddle - aged women. As a methodology, an engineering design process QFD (Quality Function Deployment) was adopted to translate the consumer's needs into product design parameters. the customer needs for the wear comfort of brassieres were extracted from a survey of 100 women aged 30 - 40. To select which items were critical and which could be traded off for other attributed or benefits. the importance ratings for the customer needs were determined. Customer needs were translated into technical language by various physical test methods and wear tests. The customer competitive assessment was generated by wear tests of 10 commercial brassieres under controlled environmental conditions of 28${\pm}$1$^{\circ}C$, 65${\pm}$3% RH. The relationship matrix between the customer needs and the means of delivering the needs was developed. Using the QFD methodology, design elements for developing a brassiere for middle-aged women could be analyzed and organized efficiently.

• 한국철도학회:학술대회논문집
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• 한국철도학회 2007년도 추계학술대회 논문집
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• pp.206-210
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• 2007

IEC 62278 presents a process to implement a consistent approach to the management of reliability for railway applications. A reliability program has to be established at the outset of a project in order to manage reliability activities effectively through the life cycle. The first step of the reliability program is to evaluate reliability requirements and targets based on the system specifications. The system specifications are derived from the customer's needs. The way in which the system requirements reflect the customer's needs is strongly dependent on the characteristics of the product. In general the customer of commercial trains presents the system requirements from their needs. However, the relation between the customer and supplier is equivocal for a project to development a prototype train, and the reliability program should be different from that of an usual commercial project. This paper deals with a process to manage reliability activities for the development of a protype train based on the experiences obtained from the development of the Korea High-Speed Train: Hanvit-350.