• 한국컴퓨터정보학회논문지
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• 제7권2호
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• pp.179-186
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• 2002

웹에서는 고객을 대상으로 하는 e-CRM을 실현하기 위해 개인의 취향과 습관을 고려하여 서비스를 제공하는 '개인화(Personalization)'가 인터넷 서비스 업체 및 사용자들의 관심을 모으고 있다. 즉, 개인화가 e-비즈니스(business)의 새로운 경쟁전략으로 떠오르고 있는 것이다. 본 연구에서는 인터넷상에서 고객 관계를 중요시하는 e-CRM(Customer Relationship Management)의 기본이 되는 개인화에 대해서 살펴보았으며. e-CRM(Customer Relationship Management)을 이용하여 개인화를 실현하기 위한 마케팅 전략의 발전방향에 대해서 논의하겠다. 또 이를 근간으로 본 논문에서는 현재 진행되고 있는 일대일(one-to-one) 마케팅을 기본으로 하는 개인화(Personalization)의 문제점이 무엇인지 알아보고, 보다 진보한 e-CRM구축을 위해 야후!(Yahoo.com)의 마케팅 담당 부사장인 세스고딘(Seth Godin)의 퍼미션 마케팅(Permission Marketing)을 적용한 새로운 개인화(Personalization) 기법을 제시한다.

• 한국통계학회:학술대회논문집
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• 한국통계학회 2000년도 추계학술발표회 논문집
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• pp.129-134
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• 2000

CRM(Customer Relationship Management)은 데이터를 수집하고, 적절한 분석 단계를 통하여 정보를 제공할 수 있는 데이터 통합(수집, 관리, 분석, 서비스) 시스템 구축을 통한 고객관계관리를 의미한다. 본 연구에서는 eCRM 시스템의 구조 및 기능 등에 대해 살펴보고, 간단한 예제를 통하여 웹 데이터의 유용한 활용 방법을 제시해 보고자 한다.

• 한국정보과학회:학술대회논문집
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• 한국정보과학회 2002년도 봄 학술발표논문집 Vol.29 No.1 (A)
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• pp.784-786
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• 2002

정보통신 기술의 발달과 전자상거래의 도래로 기업가치의 중심이 점차 고객으로 이동함에 따라 고객 관련 정보의 체계적인 통합 관리를 위한 CRM(Customer Relationship Management)의 구축이 급속도로 진행되고 있다. 특히 고객과의 접점 채널을 중심으로 e-CRM(Electronic-Customer Relationship Management) m-CRM(Mobile-Customer Relationship Management)과 같은 다양한 방법론이 제기되고있지만 고객과의 접근 방식 자체를 세부적으로 분석하고 최소화할 수 있는 방법의 제안은 현실적으로 부족하다고 볼 수 있다. 따라서 본 논문에서는 고객 접점 방법을 간소화시킬 수 있는 방법으로e-CARM(Electronic-Customer Approach Relationship Management)을 제안하였다. 또한 인중 메커니즘을 통한 e-CARM의 모델을 제시함으로써 제안된 방법론이 가질 수 있는 유용성을 보여 주었다.

• 유통과학연구
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• 제17권9호
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• pp.93-102
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• 2019

Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2004년도 춘계학술대회
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• pp.369-382
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• 2004

This study is to analyze the relationships between critical success factors of customer relationship management and performance of customer relationship management. To accomplish this purpose, this study performed an empirical analysis of 206 domestic companies which have introduced customer relationship management applications. The result of the study shows that most organizational factors except evaluation and compensation factor have a positively significant effect on the performance of customer relationship management, and that ease of system use and level of system integration influence on the performance of customer relationship management positively.

• Journal of Information Technology Applications and Management
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• 제10권4호
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• pp.51-63
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• 2003

This study designs and implements a new approach to the classification of e-mail requests from customer based on machine learning techniques. The work on building an electronic mall classifier can be cast into the framework of text classification, since an e-mail is a viewed as a document, and judgement of interest is viewed as a class level given to the e-mail document. It is also implemented an e-mall based automated response system that integrate with Call Center in a practical use.

• 디지털융복합연구
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• 제2권2호
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• pp.9-28
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• 2004

The purpose of this study is explore the changes of environment in terms of diffusion of EC and to present effective marketing strategies for Electronic Commerce Activation. This paper focuses on the customer management, Real-Time Responding, and market strategies in Electronic Commerce. EC(Electronic Commerce) that out of the evolution of Internet technology gets a corporation changes to survive in 21st century. So the corporation must set the strategy to fit a Internet focused society. This paper is focusing the analysing the difference between the e-marketing and traditional marketing and proposing the new strategical marketing mix. On the Electronic Commerce, the 6Cs of marketing - Contents, Community, Commerce, Connection, Communication, Customizing - are being played out quite differently than they normally are off-line. In conclusion, the change in Electronic Commerce environment results in (1) redefinition of customer group, (2) different marketing strategies to fit in Electronic Commerce environment, and (3) changes in customer management, promotion strategy, advertizing appeal.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2003년도 창립학술대회
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• pp.381-402
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• 2003

The Purpose of this study is explore the changes of environment in terms of diffusion of EC and to present effective marketing strategies for Electronic Commerce Activation. This paper focuses on the customer management, Real-Time Responding, and market strategies in Electronic Commerce. EC(Electronic Commerce) that out of the evolution of Internet technology gets a corporation changes to survive in 21st century. So the corporation must set the strategy to fit a Internet focused society. This paper is focusing the analysing the difference between the e-marketing and traditional marketing and proposing the new strategical marketing mix. On the Electronic Commerce, the 6Cs of marketing - Contents, Community, Commerce, Connection, Communication, Customizing - are being played out quite differently than they normally are offline. In conclusion, the change in Electronic Commerce environment results in (1) redefinition of customer group, (2) different marketing strategies to fit in Electronic Commerce environment, and (3) changes in customer management, promotion strategy, advertizing appeal.

• 한국정보과학회:학술대회논문집
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• 한국정보과학회 2001년도 봄 학술발표논문집 Vol.28 No.1 (A)
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• pp.640-642
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• 2001

전자상거래(Electronic Commerce)에 대한 정부와 기관의 관심이 집중되고 있는 상황에서 일반기업들의 전자상거래에 관한 각종 솔루션 및 신기술 개발이 활발히 이루어지고 있다. 상품에 관한 다양한 정보의 제공과 지불 결제 시스템에 대한 신뢰성 증진과 효율성 개선 등 하루가 다르게 변해가는 기술의 전개 속에서 전자상거래는 다양성과 신속성 등 속성을 포함하여 발전하고 있다. 고객을 중심으로 한 마케팅 기법중 하나인 고객관계관리(Customer Relationship Management)는 인터넷의 적용과 더불어 다양하게 발전하고 있는 분야 중 최근 가장 큰 이슈가 되고 있다. 본 논문에서는 기존 CRM솔루션의 도입에서 오는 몇몇 단점을 극복하고 CRM의 도입을 통한 효과를 최대한 보장하기 위한 방법으로서 효율적인 CRM 도입방안에 관하여 논하고자 한다.

• 한국의류학회지
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• 제29권6호
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• pp.847-858
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• 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.