Ⅱ. The main
1. Segment Marketing
1.1 Define
Segment Marketing analyze the customer's data based on database and segment customer's information, diversify product or service matching customer's propensity.
1.2 Background
SK Telecom has highly market shares in 1999 years, but has structure weaker than competitors in early 20's market. Considering characteristics of a mobile phone that
customer more profitable
고객과의 관계를 발전시킨다
예1) 세일이 끝난 고급 브랜드의 바지를 찾는 고객에게
맞는 사이즈가 없자 길 건너의 경쟁 백화점에서
정가를 주고 산 바지를 다시 세일가격으로 되팜
예2) 비행기표를 부주의로 매장 계산대에 놓고 간
손님에게 비행기표를 갖
CRM의 트렌드
본 조사에 따르면, 미 구축업체들의 우려에도 불구하고 CRM을 구축한 업체들의 반응은 긍정적인 것으로 나타났다. 그럼에도 불구하고 구축업체의 고객관리에 대한 비중과 태도가 미 구축업체 보다 비교적 구체적이고, 능동적이었다는 점은 최근 CRM 시스템 구축 추세가 가져온 변화로 보인
and are its customer and its caretaker.
Customer web interactions become conversations, interactive dialogs with shared knowledge, not just business transactions.
Web-based customer care can actually become the focal point of customer relationship management and provide breakthrough benefits for both the enterprise and its customers, substantially reducing costs while improving service.
D. Effects of CRM implementation
i. Improved financial position
If customer relationship management system is implemented successfully, a company is expected to improve in terms of finance. Firstly, CRM allows companies to obtain new customers, maintain the remaining ones, and increase the money the current customers spend. As a result, company’s revenue increases.
Customer relationshi