Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the of Strategical Approach for Successful CRM Focused on the Department Store

백화점의 성공적인 CRM을 위한 전략적 접근방법에 관한 연구

  • 김동남 (LG화학 기술연구원 산업재연구소) ;
  • 조재립 (경희대학교 산업공학과)
  • Published : 2002.06.01
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Abstract

The business's paradigm is rapidly changing from product-out to market-in due to Open-door, intensive competitiveness, the variety of the customer's need. Starting from this needs of the times, CRM based on the understanding which company's value coming from the customers is in everyone's mouth. But it can said that it stay in the Immature level at the understanding of this Importance, strategic approach Therefore, the basic objective of this study is to grope the strategic approach that can stand out basic competitive power of department store during the construction of CRM in department store. To achieve the objective of this study, first, we will find out the general error which companies commit during the construction of CRM, second, we will consider the grafting possibility with e-CRM in the case of the CRM's construction in department store. Finally, we will exhibit the conceptual model of department store's CRM which apply the membership card for effectiveness of the Customer Relationship Management.

Keywords

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