Earticle

초록

영어

In the customer-centered era, financial institutions have understood the importance of Customer Relationship Management(CRM), and heavily invested into building the required technology infrastructure more than ever. In a competitive environment that are changing fast, knowledge management is necessary. To know customers' needs and desire, we have to approach their environment and mind, and the method by estimating in terms of supposing or imitating. Applying customers' knowledge is effective and will come up with a stepping-stone to get rid of threatening factors by having competitiveness in a competitive environment and extending and changing the corporation. This purpose, the study has identified knowledge-oriented infra that corporations know and customer relations by conducting a poll of local corporations and have presented motives that can effectively carry out knowledge-based customer relations. To gain competitive advantage, these Institutions need to understand their customers' potential value to find out more and to recognize the significant changes of customer. Then the CRM implementation will help Financial Institutions move to more of a sales culture away from product and closer to the customer.

목차

I. 서론
 II. 금융기관의 CRM의 중요성과 고객지식의 활용
  1. 경영환경변화에 따른 CRM의 중요성
  2. CRM과 고객지식의 활용
 III. 금융기관의 CRM의 현황분석
  1. 금융기관의 CRM의 추진 현황
  2. 금융기관 고객들의 불평/불만 현황
 IV. 금융기관의 CRM의 전략적 전개방향
  1. 금융기관별 CRM의 전략적 전개방향
  2. CRM의 단계별 전략적 전개방향
  3. CRM 고객상호작용센터의 전략적 전개방향
 V. 결론
 참고문헌
 Abstract

저자

• 권금택 [ Kwon, Kum-tack | 영산대학교 정보경영학부 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  경영과 정보연구 [Management Information Systems review]

• 간기

  계간

• pISSN

  1598-2459

• 수록기간

  1997~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 658