• Title/Summary/Keyword: eCRM

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A Study on the Effect of e-CRM on the Reuse Intention of e-Learning Service (이러닝 서비스의 e-CRM이 재이용의도에 미치는 영향에 관한 연구)

  • Hong, Kyu Jeong;Kang, Min Jung
    • The Journal of the Convergence on Culture Technology
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    • v.7 no.1
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    • pp.383-396
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    • 2021
  • This study attempts to verify the effect of e-CRM on reuse intetnion of e-learning and to determine whether the presense mediates the relationship between e-CRM and reuse intetnion of e-learning through empirical analysis. The results of the study are as follows. First, The effect of e-CRM(e-marketing, e-service, e-communication) on the intention of reuse for e-learning services was significant. Second, it was found that the effect of e-CRM(e-marketing, e-service) on reuse intention of e-learning was significantly mediated by the teaching presence. Third, it was found that the effect of e-CRM(e-marketing, e-service, e-communication) on reuse intention of e-learning was significantly mediated by the cognitive presence. Finally, it was found that the effect of e-CRM(e-marketing) on reuse intention of e-learning was significantly mediated by the social presence.

A Study on the Design and Development of eCRM Using Financial Goods Recommendation Expert System (금융상품추천 전문가시스템을 이용한 은행의 eCRM 설게 및 구축 방안에 관한 연구)

  • Kim, Ha-Kyun;Jeong, Seok-Chan
    • The Journal of Society for e-Business Studies
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    • v.9 no.3
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    • pp.191-205
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    • 2004
  • In banking industry, as competition of retail finance is intensive, there appeared eCRM which is a kind of marketing strategy, not only screening good customers but also doing one-to-one marketing for improving customer royalty and satisfaction of goods and service of bank. The strategic importance of eCRM is increasing more and more. We studied bank to use the advantage of expert system and eCRM. The expert system is used as a tool to analyze eCRM. In this paper, first, we presented an eCRM system architecture using expert systems in banking business. Secondly, a bank financial goods recommendation system using expert system is designed and developed. Customers will receive the good quality financial services from the expert system and banks also will acquire the good quality customer data from the expert system.

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A Case Study on an Introduction and the Use of eCRM of the Dairy Industry N Company (유가공 업체 N사(社)의 eCRM 도입과 활용 사례 연구)

  • Baek, Ju-Hyun;Kim, Tai-Young;Lee, Young-Su
    • Information Systems Review
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    • v.11 no.1
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    • pp.133-144
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    • 2009
  • Today, eCRM has been attention as an enterprise information system that systematically manages and utilizes the eCRM customer information visiting Internet home page. On this paper, the case study of N company Korea's leading manufacturers of the dairy industry is been application research in the practices of using optimization tools for analysis of customer information and marketing activities by the introduction of eCRM and doing weblogs analysis. This research is a case study on an introduction and the use of eCRM solutions in dairy industry company. In addition, of the scope and effectiveness for use introduced eCRM explain.

A Customization of Web Contents : The Case of Kookmin Interned Banking eCRM (고객 맞춤 웹 컨텐츠 : 국민은행 인터넷뱅킹의 eCRM 사례)

  • 함유근;윤태주
    • The Journal of Information Technology and Database
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    • v.8 no.2
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    • pp.1-15
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    • 2001
  • In trying to bring about online CRM(customer relationship management), companies have paid much attention to eCRM. The key of eCRM is a recommendation system, which is being used by E-commerce sites to find products to purchase. To maintain a constant flow of marketing information and feedback it is important to staying in touch with customers. In this respect, eCRM becomes a serious business tool for sales activities. In this article we present tee case of Kookmin Internet banking eCRM welch is one of the first examples of implementing eCRM in commercial web site in Korea. We examine how Kookmin Internet banking develops eCRM and how it provides customized services to customers. We also explore the role of eCRM in Internet banking and the level of personalization technology used in Kookmin eCRM case.

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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.

An Empirical Study on the Impact of IT Components of e-CRM on Customer Response Performances (e-CRM의 정보기술 구성요소가 고객의 반응성과에 미치는 영향)

  • Lee, Chan;Jin, Young-Bae;Kwon, Young-Sik
    • Journal of the Korea Society of Computer and Information
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    • v.8 no.4
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    • pp.148-158
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    • 2003
  • The purpose of this study is to investigate the impact of IT components of e-CRM on customer response performances in e-CRM. To this end, we classified IT components of e-CRM into the ones for customer management and the ones for customer analysis on the basis of previous studies. Also, we identified variables for customer response performances and conducted empirical analysis. The main results of this study are as following. First, this study derives the IT components of e-CRM for customer management and customer analysis respectively by reviewing the previous studies. Furthermore, this study defines business performance variables as customer response performances. Secondly, the hypotheses concerning the correlations between the use of the IT components of e-CRM for customer management and customer analysis and customer response performance are partly accepted, which shows that the use of particular IT components has significant influence on customer response performance. The findings of this study can contribute to expanding the theoretical background in the area of e-CRM adoption and development and be helpful to practical implementation of e-CRM systems in business organizations.

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The Effect of eCRM Features on Website Visit and Purchase (eCRM 기능이 고객의 웹사이트 방문과 구매에 미치는 영향)

  • Min, Dai-Hwan;Park, Jae-Hong;Park, Cheol
    • Information Systems Review
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    • v.4 no.2
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    • pp.155-168
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    • 2002
  • This paper examines whether the functions of eCRM solutions affect the site visit and purchase by customers. The functions of eCRM solutions are extracted and classified into three categories of c-marketing, e-sales, and e-service. E-marketing includes campaign/event marketing, e-mail marketing, and questionnaire marketing; e-sales consists of recommendation system and incentive/discount promotion.; e-service is composed of e-mail call center and web call center. From the online survey, 146 responses are collected and analyzed. The analysis shows that the level of experience in campaign/event marketing, e-mail marketing, e-mail call center, and web call center significantly affect the website visit by customers and that the level of experience in all eCRM functions except e-mail marketing significantly affect the purchase by customers. The effects of those functions in eCRM on the website visit are moderate, while the effects of the functions on the purchase are low. The results from this study imply that eCRM needs to strengthen the effect on the purchase with more thorough analysis of the customer profile.

A Study on the Introduction of e-CRM to Korean Companies and Future Development Plans (국내 기업의 e-CRM 도입사례 분석과 향후 발전전략 고찰)

  • Jeong, Boon-Do
    • International Commerce and Information Review
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    • v.10 no.1
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    • pp.51-72
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    • 2008
  • Recently, CRM has been integrated with e-CRM based on information and technology and its introduction is increasing. In particular, as a-CRM effectively collects information of customers with low cost and consolidates relations with customers through interactions with them, it is easier to achieve the marketing goals of companies. This study examines theories of CRM and a-CRM, and discusses development plan for successful introduction of e-CRM based on case studies on its introductions. Political suggestions are presented as follows: First, the basic rule to manage customers in respect to e-CRM is customer-oriented management. For optimal customer management, various customer service channels that support customers in real world as well as online should be provided for the best e-CRM system. Second, of increasing online customers, important customers should be sorted out for which individualized services should be provided and if so, they can be faithful customers. It is believed to be a true development direction of e-CRM appropriate to current society. With introduction of e-CRM, values and needs of customers should be analysed through various sorts of communication and information activities, and segmental marketing activities should be developed.

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Analysis on the Success Factors of e-CRM using Analytical Hierarchy Process (AHP) (분석적 계층 프로세스(AHP) 기법을 이용한 e-CRM의 성공요인 분석)

  • Shin, Dong-Hyuk;Kim, Seong-Jin;Ahn, Hyun-Chul
    • CRM연구
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    • v.4 no.1
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    • pp.19-34
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    • 2011
  • Recently, companies have interests in the adoption and diffusion of customer relationship management(CRM). And, as information and communication technologies and Internet technologies proliferate, they also have interests in e-CRM, which implements CRMusing online communication channels. Until now, many researchers have tried to identify the success factors of CRM and evaluate their relative importance. However, only a few studies have dealt with the success factors of e-CRM. For this reason, we aim at identifying and evaluating the success factors of e-CRM in order to provide the companies with the guideline for preparing the implementation of e-CRM. Our study adopts analytical hierarchy process(AHP) as a tool for evaluating these factors because it has been widely applied and validated for a long time. Whereas prior studies have analyzed the success factors from the organizational and technological perspective, our study analyzes them from the functional perspective. As a result, we found that the companies should manage all the CRM components including analytic-operational-collaborative CRM in good balance. Also, we found that the sufficient support from CEO, the acquisition of good quality customer data, and theonline processing capability for responding customers' requests effectively are important for the success of e-CRM.

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A study on effect of e-CRM elements, Customer satisfaction and brand loyalty in the e-shopping mall (e-CRM 구성요인이 e-쇼핑몰 고객만족 및 브랜드 충성도에 미치는 영향에 관한 연구)

  • Kim, Mi-Ji;Kim, Kang
    • Journal of the Korea Society of Computer and Information
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    • v.16 no.1
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    • pp.211-218
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    • 2011
  • Customer relationship management (CRM) comprises a set of processes and nabbing systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology(IT) tools form the foundation upon which any successful CRM strategy is built. Recently, the Internet rectifying this life, IT technology and the rapid development taking place over the Internet, customer relationship management, e-CRM has emerged. The purpose of this research is to investigate the important elements of e-CRM which in fluence the customer satisfaction and the brand loyalty in e-shopping mall. And this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention.