Earticle

초록

영어

Even in the present situation where any general criterion on CRM dose not exist, utilization of CRM is expected to be actively continued, which will cause many problems. In this regard, evaluating CRM counts. As the result, projects are being suspended and budgets cut, plans for introducing CRM suspended or cancelled and many CRM software vendors and technical consulting firms are facing serious management crisis. Yet, this phenomenon can be regarded as an interim one. In fact, some cases that successfully introduced CRM show that CRM is migrating from small scale which is typical when introduced to larger scale through various tests. Therefore, this study tries to segment customer for the sloving the problem. And it make efficient customer management. Using this model, SN ratio of taguchi method for each of subjective factors as well as values of weights are used in this comprehensive method for customer. A example is presented to illustrate the model and to show a rank reversal when compared to a model that does not eliminate extreme values and eliminates the highest and lowest experts' values allocating the weights and the subjective factors.

목차

ABSTRACT
 1. 서론
 2. S/N비를 활용한 의사결정 모델
  2.1 기호의 정리
  2.2 데이터 수집
  2.3 객관적 요소값과 주관적 요소값의 정규화
  2.4 모든 객관적, 주관적 요소에 대한 전문가의 상대적 중요도를 계산
  2.5 고객 데이터집단에 대한 스코링
 3. SN를 활용한 고객 세분화 사례 연구
  3.1 데이터의 수집
  3.2 객관적 고객 데이터 값의 정규화
  3.3 SN비를 활용한 전문가의 상대적 중요도 계산
  3.4 고객 데이터집단에 대한 스코링
 4. 결론 및 향후 연구과제
 5. 참고문헌

키워드

저자

• 송관배 [ Song Kwan Bae | 명지대학교 산업공학과 박사과정 ]
• 양광모 [ Yang Kwang Mo | 명지대학교 산업공학과 박사과정 ]
• 강경식 [ Kang Kyong Sik | 명지대학교 산업공학과 교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  대한안전경영과학회지 [Journal of Korea Safety Management & Science]

• 간기

  계간

• pISSN

  1229-6783

• eISSN

  2288-1484

• 수록기간

  1999~2025

• 십진분류

  KDC 530 DDC 620