• Asia pacific journal of information systems
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• 제16권3호
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• pp.49-65
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• 2006

This study proposes a model for customer segmentation using the psychological characteristics of Internet banking customers. The model was developed through two phased clustering method, called SONN-HC by integrating self-organizing neural networks (SONN) and hierarchical clustering (HC) method. We applied the SONN-HC method to internet banking customer segmentation and performed an empirical analysis with 845 cases. The results of our empirical analysis show the psychological characteristics of Internet banking customers have significant differences among four clusters of the customers created by SONN-HC. From these results, we found that the psychological characteristics of Internet banking customers had an important role of planning a strategy for customer segmentation in a financial institution.

• Asia pacific journal of information systems
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• 제11권4호
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• pp.27-41
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• 2001

CRM is at the core of any customer-focused business strategy and includes the people, processes, and technology questions associated with marketing, sales, and service. In today's hyper-competitive world, organizations looking to implement successful CRM strategies need to focus on a common view of the customer using integrated information systems and contact center implementations that allow the customer to communicate via any desired communication channel. A CRM solution contains a number of sophisticated tools that enable to extract detailed information about customers. This information can be used to gain a better understanding of customers. From this we can determine trends, and so refine business toward customers' needs and target new products to particular customer groups. This paper presents an approach for forming the product-customer groups using neural networks for customer relationship management. The Carpenter-Grossberg's neural network, which has been used for manufacturing cell formation in group technology, is modified and applied for product-customer group formation. As a result of numerical experiments, it is also useful for more complex problems in which customers have different preferences for each product.

• 한국정보통신학회:학술대회논문집
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• 한국해양정보통신학회 2001년도 추계종합학술대회
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• pp.426-429
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• 2001

댁내통신설비는 통신망에서 중요한 역할을 한다. 현재 국내의 댁내통신설비에 대한 기술은 멀티미디어 환경을 반영하여 작성되었으나, 초고속정보통신망의 멀티미디어서비스를 수용하기 위해서는 미흡하다. 이에 본 논문에서는 댁내통신설비의 고도화를 위하여 운영환경요소를 분석하고 국내외 표준화 현황을 살펴보고 현재의 댁내통신설비의 운영환경에 대한 현장조사를 통한 문제점과 개선방안을 제시하였다.

• 한국경영과학회지
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• 제39권2호
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• pp.131-140
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• 2014

Customer networks go through constant changes. They may expand or shrink once they are formed. In dynamic environments, it is a critical corporate challenge to identify and manage influential customer groups in a cost effective way. In this context, we apply inverse optimization theory to suggest an efficient method to manage customer networks. In this paper, we assume that there exists a subset of nodes that might have a large effect on the network and that the network can be modified via some strategic actions. Rather than making efforts to find influential nodes whenever the network changes, we focus on a subset of selective nodes and perturb as little as possible the interaction between nodes in order to make the selected nodes influential in the given network. We define the following problem based on the inverse optimization. Given a graph and a prescribed node subset, the objective is to modify the structure of the given graph so that the fixed subset of nodes becomes a minimum dominating set in the modified graph and the cost for modification is minimum under a fixed norm. We call this problem the inverse dominating set problem and investigate its computational complexity.

• 대한전자공학회:학술대회논문집
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• 대한전자공학회 2003년도 통신소사이어티 추계학술대회논문집
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• pp.361-364
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• 2003

The customer premise facilities assume an important role in the telecommunication networks. The present technical standards for domestic customer cabling facilities are established with the multimedia environment reflected, but are insufficient for accommodation of multimedia services of the ultra high-speed information and communication networks In the present paper, the status of international standardization as well as technical standards in the U.S.A., Japan, other countries are reviewed and the domestic technical standard and emblem is investigated and analyzed in order to enhance customer cabling facilities in Korea. The problems with emblem are analyzed, and how to improve customer cabling telecommunication facilities is suggested based on the above.

• 한국컴퓨터정보학회논문지
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• 제6권3호
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• pp.29-34
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• 2001

통신시장에서 경쟁은 증가되고 있다. 효과적 고객 유지 전략은 고객이탈의 명확한 기초에 있다. 데이터 마이닝 제공자는 고객에 보다 더 가까이 가기 위한 기회를 엄청난 제공한다. 특히 뉴럴 네트워크를 이용한 CRM분석으로 통신서비스 시장분석을 하였다. 이 논문의 데이터 마이닝을 이용한 고객이탈취급과 고객이탈분석으로 이루어졌다. 과거에 수집된데이터로부터 반복적인 학습과정을 거쳐 데이터에 내재되어 있는 패턴을 찾아내는 고객 이탈방지 모델을 인공 신경망을 통해 구축하였다.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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• pp.573-575
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• 2004

This study presents a new customer segmentation method based on features that can predict the customer's buying behavior. In this method, we consider all variables that can affect the customer's buying behavior including demographics, psychographics, technographics, transaction pattern-related variables, etc. We define several features which are the combination of variables with the interaction effect by using C5.0, use SOM (Self-Organizing Map) neural networks in odor to extract the feature's patterns and classify, and then make features' rules using C5.0 far the prediction of customer buying behavior

• 한국생활과학회지
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• 제21권2호
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• pp.269-284
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• 2012

The main purpose of this study was to investigate factors affecting performance of casual wear franchise stores including franchiser support and social network between owners/managers. The study included the franchise stores of 55 casual wear brands located in Seoul, Incheon and Gyeonggi-do. In each store, one manager, owner or staff member with management responsibility was asked to fill out a questionnaire. A total of 184 questionnaires were collected with 165 used in the final analysis. The results showed that franchiser support consisted of educational support, marketing support and customer support. Path analysis indicated that only the educational support had a significant influence on the franchiser-franchise relationship, and in turn, the franchiser-franchise relationship positively influenced customer performance. Marketing support did not have a significant influence on the franchiser-franchise relationship, but did demonstrate a direct influence on customer performance. Social networks positively influenced customer performance, and there was significant a correlation between regions and social networks on customer performance. Sales performance was significantly influenced by customer performance.

• 경영과학
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• 제26권1호
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• pp.183-196
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• 2009

Customer retention has been a pressing issue for companies to get and maintain the loyal customers in the competing environment. Lots of researchers make effort to seek the characteristics of the churning customers and the loyal customers using the data mining techniques such as decision tree. However, such existing researches don't consider relationships among customers. Social network analysis has been used to search relationships among social entities such as genetics network, traffic network, organization network and so on. In this study, a customer network is proposed to investigate the differences of network characteristics of churning customers and loyal customers. The customer networks are constructed by analyzing the real purchase data collected from a Korean cosmetic provider. We investigated whether the churning customers and the loyal customers have different degree centralities and densities of the customer networks. In addition, we compared products purchased by the churning customers and those by the loyal customers. Our data analysis results indicate that degree centrality and density of the churning customer network are higher than those of the loyal customer network, and the various products are purchased by churning customers rather than by the loyal customers. We expect that the suggested social network analysis is used to as a complementary analysis methodology with existing statistical analysis and data mining analysis.

• 한국통신학회논문지
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• 제22권4호
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• pp.823-832
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• 1997

As enterprises use ATM networks for their private networks and as these private networks use public ATM networks for wide area communication, the need for the customers to be able to manage both private and public networks. Currently, some standardization work is being done towards providing this capability to customers. In this paper, we propose a new customer network management (CNM) system architecture for the management of both ATM a private network and a public network in a uniform way. The particular features of the proposed architecture lies in the efficient support of the complex hierarchial TMN manager-agent relationships at M3 and M4 interfaces, and the support of SNMP and CMIP integration which is necessary for the implementation of a CNM system. The TMN hierarchical many-to-many manager-agent relationships are realized by the utilization of CORBA-Based SMK (Shared Management Knowledge) implementation. We have also implemented the prototype of a ATM CNM system, and measures the performance for the demonstration of the suitability of the proposed architecture.