• Management Science and Financial Engineering
• /
• v.11 no.3
• /
• pp.47-60
• /
• 2005

Well-known e-CRM strategy is to focus on profitable customers and pay less attention to unprofitable ones. Moreover, some researchers recommend not serving unprofitable ones any more. However, it often neglects customers indirect value. Deselecting unprofitable customers can raise the issue of bad word-of-mouth publicity especially in the age of the Internet. Some studies pointed out that a customers decision to buy a product or service is often strongly influenced by others. In this paper, we consider customers' word-of-mouth effect on quality learning of inexperienced customers. We show that firms implementing e-CRM must take the effect into the consideration when deselecting unprofitable customers.

• Proceedings of the Korea Information Processing Society Conference
• /
• 2006.11a
• /
• pp.305-308
• /
• 2006

고객관리가 기업의 성패를 좌우하는 중요한 화두로 떠오르면서 보다 쉽고 편리하게 고객의 다양한 Pattern을 발견하고 예측하기 위해 많은 기업들이 CRM과 eCRM을 빠르게 도입하고 있고 Data Mining 기법이 대표적으로 이용되고 있다. 본 논문에서는 Data Mining을 적용함에 있어서 Genetic Algorithm의 무작위 초기화법과 유도된 초기화법을 동시에 사용하는 새로운 집단 초기화 방법을 적용하여 A할인점의 2004년도와 2005년도 우수고객을 예측하였고 실제 고객 데이터와의 비교를 통해 본 논문에서 제안한 새로운 집단 초기화 방법의 성능을 입증하였다.

• Information Systems Review
• /
• v.9 no.3
• /
• pp.99-132
• /
• 2007

As customer management rises by important issue in electronic commerce, virtue study about CRM have proceeded much. However, because existent researches were positive researches of most statistical base, There are some limitation that does not show dynamic change with CRM flow by flowing of time, and can not forecast propriety and future result about CRM strategy. Therefore, in order to overcome existent limitation on these CRM study, this study designed dynamic model which draws factors that compose CRM strategy of on-line shopping mall, and do based on technique in system dynamics so that can analyze dynamic change between these factors. Concretely, atomized customer focuses in the on-line shopping mall and does based on Permission marketing theory, and applied CRM of different level to atomized customers and know change of customer satisfaction measurement and discomfort degree accordingly. According to the result of Simulation practice, situation that achieve CRM strategy of different level by atomize customer more increase the customer satisfaction than situation that is not so. Dynamic pattern that presented in this study is expected that can verify validity about CRM achievement strategy of different level at each CRM point of contact & how Internet enterprise including on-line shopping mall is establishing CRM strategy reasonably.

• Proceedings of the Korean Institute of Intelligent Systems Conference
• /
• 2004.04a
• /
• pp.58-61
• /
• 2004

최근 기업들의 고객중심 마케팅 기법중 하나인 고객관계관리(CRM：Customer Relationship Management)가 인터넷의 발전으로 온라인화 되고 있으며 다양하게 발전되어 왔다. 가장 대두되고 있는 문제는 고객 분류를 객관적인 방법으로 어떻게 자동화할 수 있는가 이다. 본 논문은 고객 성향 분석과 개인화에서 얻어진 일련의 정보를 다시 한번 더 가공함으로써 고객 집단 편성을 최적화하고 이를 이용하여 고객을 최적으로 분류할 수 있는 시스템을 설계 및 구축하였다.

• Proceedings of the Korean Institute of Intelligent Systems Conference
• /
• 2004.10a
• /
• pp.149-152
• /
• 2004

기업들의 고객중심 마케팅 기법중 하나인 고객관계관리(CRM ： Customer Relationship Management)가 인터넷의 발전으로 온라인화 되고 있으며 다양하게 발전되어 왔다. 가장 대두되고 있는 문제는 고객 분류를 객관적인 방법으로 어떻게 자동화할 수 있는가 이다. 본 논문은 최적화 모형을 이용하여 고객 분류를 더욱 세밀하게 할 수 있음을 제안하였고 고객 집단 편성 최적화를 반영함으로써 고객을 최적으로 분류할 수 있는 시스템을 설계 및 구축하였다.

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

• Proceedings of the Korea Information Processing Society Conference
• /
• 2002.04a
• /
• pp.493-496
• /
• 2002

전자상거래에 대한 많은 관심으로 이제는 전자상거래를 통한 다양한 분야에 대한 시도도 매우 활발하게 이루어지고 있는 실정이다. 뿐만 아니라 정부와 공공기관에서도 전자상거래에 대한 다양한 지원 노력이 이루어져 그야말로 전자상거래의 신시대라 할 수 있다. 그러나 아직 많은 기업들과 단체에서는 전자상거래에 대한 도입을 주저하고 있다. 불확실한 수익구조와 미진한 기술 개발 그리고 인력 때문이다. 본 논문에서는 이러한 문제점을 해결하기 위한 수단 중 하나로서 고객관계관리(eCRM)와 공급사슬관리(eSCM)의 상호보완적 구성기법과 모델에 관하여 다루고 있으며 통합시스템을 구축하기 위한 절차와 최적의 통합시스템을 통한 비즈니스의 부가가치를 극대화하는데 목적이 있다.

• Proceedings of the Korea Inteligent Information System Society Conference
• /
• 2000.11a
• /
• pp.119-139
• /
• 2000

• Journal of the Korean Society of Clothing and Textiles
• /
• v.29 no.6
• /
• pp.847-858
• /
• 2005

The purpose of this study was to examine consumer purchasing behavior of the online shoppers particularly using online clothing shopping mall and to analyze the key factors of both satisfaction and dissatisfaction of their purchase and to compare the both group by lifestyle segmentation in order to provide the e-CRM strategies. Focus group interviews and survey were conducted in December, 2003 with 30 online shoppers who have an experience of online clothing purchasing. The data analysis included the content analysis, descriptive statistics, K-means and factor analysis. Key findings of the study were as follows: First, online shoppers spent average 3.5 hours on internet and usually purchased clothing while surfing the web. Second, consumers were satisfied with reasonable price and customized service but dissatisfied with delayed delivery, limited product availability in both size and color and return policy. Third, according to the lifestyle segmentation, online shoppers could be characterized as 'Luxurious', 'Trendy' and 'Prudent' 'Luxury-oriented consumers', who value fashion, diet and social activity, tended to purchase basic yet high quality products. However, 'Trend-oriented consumers', to whom fashion trend was most important, purchased various latest fashion products with reasonable price and showed generally positive response to emails sent by e-retailers. And lastly 'Prudence-oriented consumers', whose buying decision was based solely on practicality, appeared to be reluctant to purchase clothing online while seeking more credible information and competitive price. In conclusion, this study has its significance in that it helps promote relationships between customers and e-retailers by providing differentiated e-CRM strategies through each customer groups 'lifestyle segmentation and consumer purchasing behavior analysis.

• The Journal of Society for e-Business Studies
• /
• v.8 no.3
• /
• pp.117-130
• /
• 2003

It is not unusual to observe that there Is a great amount of redundant or inconsistent data even within an e-business system such as CRM(Customer Relationship Management) system. This problem becomes aggravate when we construct a system of which information are gathered from different sources. Data quality management is indeed needed to avoid any possible redundant or inconsistent data in such information system. A data quality process, in general, consists of three phases: data cleaning (scrubbing), matching, and integration phase. In this paper, we introduce and categorize data quality operators for each phase. Then, we describe our distance function used in the matching phase, and present a matching algorithm PRIMAL (a PRactical Matching Algorithm). And finally, we present a related work and future research.