http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
최문길 호서대학교 산업경영 벤처대학원 2002 국내석사
In today's intense competition and uncertain market environment, it is urgent to for an enterprise to strength their competitive power through increase o its customer's revenue. Due to this necessity, the CRM started to be presented as a motive power of growth. Recently, the Meta Group studied the CRM;s investment using 300 top enterprises as subjects. As the result, the research shows that the 75 percent of business they have studied will start investing in the CRM. Like this, the reason that the CRM investment is expected to rise is that the 80 percent of researched enterprises received positive result through their CRM investment so far. And the businesses who are already invested in the CRM increase the amount of their investment due to increase in demand continually. The study analyze the definition of the CRM, the entrance background, the objectivity, and its effect to understand the CRM's theoretical concept. Also the study presents the necessity to unify the CRM, which is appearing as an essential task in the IT age, with standard ERP system. In informational technology area, this study analyzed the embody technology of the CRM. The study also presented the ways to help each business environment and the condition by analyzing the core reasons of successment and the ways to apply instance of the CRM's introduction within the enterprises in the country. As presented in the beginning, the basic concept of the CRM starts as it considers the customers as the most important revenue that the enterprise has and build and improve the customer relationship in a long term. And it also examines customer's long-term revenue. As opposite to its theory, the CRM is not an easy concept in its practice. Thinking about all these, the D company and the H company build the CRM that suits best their company and started it through he model constructed steps. Throughout the business, to build a long term relationship with each customer and build the marketing strategy, the company analyzes the customer information, the information on the rival business and industry information scientifically. And this strategy to be examined beforehand. To make possible for the CRM users to make an use out of the data, the company uses OLAP and consider training users as an important task and by approaching the data personally to make quality and analyzing the result. FRom building the strategy to IT foundation construction, the CRM request large amount of investment to the entire industry. The large affect of the investment is required corresponding to its large amount of investment. But even though many companies tried to use the CRM, the number of the company who had seen the real outcome is really small. The reason for this is that the most enterprise accepted advanced instances without the clear understand with obscure hope. Before accepting the CRM, the enterprise needs to analyze the company's character and its situation. And also the understanding of the necessary technology to accept the most suitable CRM for the company. Of course, decreasing this necessity is must. The important thing in promoting the CRM project is plan to use and diffuse its data, to continue training its users, and to trust the data.