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Journal of Korean Society for Quality Management 2000;28(3): 133-. |
| 고객구매활동 기반의 e-CRM 전략 |
| 강현석, 서영호 |
| 경희대학교 경영학부 |
| e-CRM Strategy based on Customer Purchasing Activity |
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| ABSTRACT |
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Many organizations have developed their own information systems not only for internal efficiency but also for effectiveness of external customer services. One of the most effective service tools for their customers is the use of information technology. The web technology is rapidly becoming one of the most effective tools for online customer services. In order to gain competitive edge, organizations must have effective web site planning methods for their customer service. A study on traditional information systems planning methodologies has been conducted and they are compared with web site planning techniques. Cases of web sites in order to Improve customer relationship are analyzed. finally, a new conceptual framework for web site planning strategy for e-CRM is proposed in this paper. In order to support effective web site planning, online customer contact points and online service activities are defined and classified as several stages. And, web site strategies corresponding to each customer service activities are developed and proposed, With this framework, organizations can build competitive web strategies for improving their online customer relationships, thereby increasing customer satisfaction. |
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