• 제목/요약/키워드: s-CRM

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A Study on the Relations of Firm's Size and CRM Performance (기업의 규모와 CRM 성과의 관계에 관한 연구)

  • Yang, Seung Kwon;Park, Tae Hoon;Lee, Soo Wook
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.5 no.4
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    • pp.273-293
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    • 2009
  • The purpose of this study is to identify the organizational characteristics that enhance CRM performances of a company dipend on firm's size. Based on a review of diverse definitions of CRM performance, this study examines the relationships among CRM performance measures and organizational characteristics. A questionnaire survey of 140 CRM managers of Korean companies was conducted to test the proposed research model, and a series of structural equation modeling identified the strong effects of organizational characteristics on CRM performance. This study confirmed that firm's size is very important element of CRM performance. And organizational members' resistance to change was found to have no effects on CRM performance.

Current CRM Adoption in Korean Apparel Industry (국내 의류업체의 CRM 도입현황)

  • Ko, Eun-Ju
    • Journal of the Korean Society of Clothing and Textiles
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    • v.30 no.1 s.149
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    • pp.1-11
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    • 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.

A Study on the of Strategical Approach for Successful CRM Focused on the Department Store (백화점의 성공적인 CRM을 위한 전략적 접근방법에 관한 연구)

  • 김동남;조재립
    • Journal of Korean Society for Quality Management
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    • v.30 no.2
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    • pp.60-71
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    • 2002
  • The business's paradigm is rapidly changing from product-out to market-in due to Open-door, intensive competitiveness, the variety of the customer's need. Starting from this needs of the times, CRM based on the understanding which company's value coming from the customers is in everyone's mouth. But it can said that it stay in the Immature level at the understanding of this Importance, strategic approach Therefore, the basic objective of this study is to grope the strategic approach that can stand out basic competitive power of department store during the construction of CRM in department store. To achieve the objective of this study, first, we will find out the general error which companies commit during the construction of CRM, second, we will consider the grafting possibility with e-CRM in the case of the CRM's construction in department store. Finally, we will exhibit the conceptual model of department store's CRM which apply the membership card for effectiveness of the Customer Relationship Management.

A case study on how CRM influences the performance of business management -By the difference in CRM marketing recognition based on consumers type- (고객관계관리(CRM)가 기업 경영성과에 미치는 영향에 대한 실증적 연구 -소비자 유형에 따른 CRM 인식도 차이를 중심으로-)

  • Lee, Myung-Hak;Kim, Sun-Bae
    • Journal of Digital Convergence
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    • v.10 no.3
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    • pp.79-92
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    • 2012
  • The purpose of this study are to examine the difference between the recognition and the satisfaction of CRM marketing's order of priority based on consumers type, and to define how both employees' recognition of priority and the performance influence on industry's financial and non-financial effect. As a result, a subjected industry turned out that the recognition of priority and satisfaction based on consumers type were different from each other, and employees' recognition of CRM marketing's of priority was different but it showed the both party's priority were same. The compared result between consumers' satisfaction and employees' recognition of performance is that employee's evaluation is overrated in proportion to consumers' satisfaction. Furthermore, among CRM marketing's priority, differentiating and sustainability of customers influenced on financial and non-financial appraisal but customers satisfaction did not.

CRM1 inhibitor S109 suppresses cell proliferation and induces cell cycle arrest in renal cancer cells

  • Liu, Xuejiao;Chong, Yulong;Liu, Huize;Han, Yan;Niu, Mingshan
    • The Korean Journal of Physiology and Pharmacology
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    • v.20 no.2
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    • pp.161-168
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    • 2016
  • Abnormal localization of tumor suppressor proteins is a common feature of renal cancer. Nuclear export of these tumor suppressor proteins is mediated by chromosome region maintenance-1 (CRM1). Here, we investigated the antitumor effects of a novel reversible inhibitor of CRM1 on renal cancer cells. We found that S109 inhibits the CRM1-mediated nuclear export of RanBP1 and reduces protein levels of CRM1. Furthermore, the inhibitory effects of S109 on CRM1 is reversible. Our data demonstrated that S109 significantly inhibits proliferation and colony formation of renal cancer cells. Cell cycle assay showed that S109 induced G1-phase arrest, followed by the reduction of Cyclin D1 and increased expression of p53 and p21. We also found that S109 induces nuclear accumulation of tumor suppressor proteins, Foxo1 and p27. Most importantly, mutation of CRM1 at Cys528 position abolished the effects of S109. Taken together, our results indicate that CRM1 is a therapeutic target in renal cancer and the novel reversible CRM1 inhibitor S109 can act as a promising candidate for renal cancer therapy.

A Study on the Management Performance of the Distribution channel's CRM : Balanced Scorecard Approach as to CRM application field of of the Distribution Company About Korea Airport Service (한국공항내의 유통업의 CRM 도입성과에 관한 연구 -CRM Scorecard을 활용한 CRM 성과측정-)

  • Kwon, Joong-Ho;Park, Ju-Young
    • Journal of Advanced Navigation Technology
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    • v.14 no.6
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    • pp.951-969
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    • 2010
  • A Study on the Management Performance of the Distribution channel's CRM : Balanced Scorecard Approach as to CRM application field of the Distribution Company About Korea Airport Service In this paper, the performances of Distribution channel's estimation schemes for CRM system are investigated. We anticipate these moves will have a positive effect on the CRM Scorecard infra, process, elevate royalty environments. As is study of used SPSSWN 15.0 correlation analysis, regression analysis & AMOS 7.

A Study on the Roles and Effects of CRM System in Achieving Business Objectives (사업목표 달성에 있어서 CRM시스템의 역할 및 효과에 대한 연구)

  • Song, In-Kuk
    • The KIPS Transactions:PartD
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    • v.17D no.1
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    • pp.67-76
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    • 2010
  • To date the major business investments have been made in CRM continuously, even though many executives realized the return expected from the investment in expensive cutting-edge IT components for CRM system. However, researcher have not clearly answer the role and effects of CRM systems. The research is designed to identify the CRM system's chain-reaction effects, to investigate the relationships between factors identified, and to provide the roles and effects of CRM system in strategic perspectives. The findings illustrate that the improved information capability and enhanced competitive advantages encouraged by the CRM system implementation may lead strategic performances improvement, and finally financial performance improvements.

Effect of Perceived Value on CRM Quality and Purchase Intention in the Corporate Social Media Context

  • Kim, Yoo Jung
    • Journal of the Korea Society of Computer and Information
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    • v.21 no.8
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    • pp.105-116
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    • 2016
  • Corporate social media has been recently used in customer relationship management in many ways to improve product sales and company images. Not much research exists on corporate social media, Therefore, in this paper, we propose a research model to identify how corporate social media enhances corporate's CRM quality, resulting in forming customer's purchase intention. In detail, this paper is to examine how customer's perceived value of corporate social media influences CRM quality(CRM trust and CRM commitment), and then how CRM quality affects purchase intention. To this end, a total of 300 questionnaires were used from online panel respondents to test research hypothesis. The findings showed that service performance value and monetary value were major determinants of CRM trust, however, there was no association between brand integration value and CRM trust. In addition, the effects of service performance value and brand integration value on CRM commitment were found whereas monetary value had no effect on CRM commitment. The results also showed that CRM trust and CRM commitment played a critical role in forming of purchase intention. Theoretical and practical Implications are discussed.

Impact of Customer Relationship Management on Customer Loyalty among Patients Visiting a Woman's Hospital (여성전문병원의 고객관계관리(CRM)가 고객충성도에 미치는 영향)

  • Min, Che-Ryu;Kang, Hye-Young;Cho, Woo-Hyun;Lee, Dong-Jin;Kim, Chung-In
    • Korea Journal of Hospital Management
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    • v.13 no.1
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    • pp.65-83
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    • 2008
  • Although a variety of customer relationship management (CRM) activities have been provided by many hospitals in Korea, there lacks empirical evidence on the effect of CRM. The present study was conducted to examine the effect of CRM in terms of the customer response to CRM in a woman's hospital setting. A total of 380 patients receiving inpatient or outpatient care from woman's hospital between October 25 and November 4, 2005 were surveyed for the degree of their experience of and preference for CRM activities of the hospital by 5-point Likert-type scale. Patients were also asked about the level of customer loyalty to the hospital. Eighteen CRM activities offered by the hospital was classified into 4 types of CRM strategies according to Berry and Parasuranman: price, social, structural, and relationship recovery strategy. There's a significant positive correlation between the degree of experience of CRM and preference for CRM(r=0.49, p<0.001). Regression analysis results showed the significant positive relationship between the degree of experience of CRM and customer loyalty(${\beta}$=0.448, p<0.05). Among the 4 CRM strategies, only social(${\beta}$=0.127, p<0.05) and structural strategy(${\beta}$=0.266, p<0.05) showed signifiant positive relationship with customer loyalty. Overall, the favorable customer response to CRM in terms of preference for CRM and customer loyalty indicates that there's a positive effect of CRM on the continuity of the relationship between patients and health care providers.

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Datamining technique for successful eCRM, CRM (성공적인 eCRM, CRM을 위한 데이터마이닝 기법)

  • Kang Rae-Goo;Lim Hee-Kyoung;Jung Chai-Yeoung
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.10 no.9
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    • pp.1596-1601
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    • 2006
  • To customer management finds and forecast customer's various pattern more easily and conveniently rising by important topic that control corporation's success and failure, mmy corporations are introducing CRM and eCRM fast. At past, customer management had been managed by statisticians or special statistics package but it is trend been alternating gradually by datamining technique to do to computerize statistics process based on sudden development of IT. Field that this datamining is used representatively is CRM, eCRM. This paper applied datamining using GA referencing customer data or discount store and sale data or 2004 years. forecasted 2005 years melancholy customer by datamining and proved datamining through comparison with actuality customer data is how effective to eCRM.