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CRM 鞁滌姢韰滌潃 旮半姤瓿 氇╈爜鞐 霐半澕 鞎勲灅鞕 臧欖澊 韥矊 3臧歆 鞙犿槙鞙茧 攵勲霅 靾 鞛堧嫟.
1. 鞖挫榿順 CRM (Operational CRM):
鞖挫榿順 CRM鞚 瓿犼皾瓿检潣 靸來樃鞛戩毄鞚 甏毽晿電 雿 欷戩爯鞚 霊 鞁滌姢韰滌溂搿 欤茧 鞓侅梾, 毵堨紑韺, 瓿犼皾歆鞗 霌膘潣 攵靹滌棎靹 靷毄霅╇媹雼.
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CRM靷挫晞鞛堧姅CRM(頃滌柛)-斓滌爼頇 鞚挫湢鞛-
- 瓿犼皾甏瓿勱磤毽(CRM)鞗愲. 旯鞀轨毐, 臧曣赴霊 鞝
- 頃滉步 瓴届牅鞖╈柎靷爠
- 雱れ澊氩 敫旊攴 http://blog.naver.com/alsemffp234?Redirect=Log&logNo=60207953555
雱れ澊氩 旯岉帢 http://cafe.naver.com/newplanmarketing/92066
g-CRM攴鸽-http://www.biz-gis.com/i
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CRM鞚 鞝勲灥鞝 頇滌毄氚╈晥, 頃滉淡旖橅厫旄犿暀須
氚曥爼鞚 鞕 2氇(2009), CRM鞐 雽頃 牍勴寪鞝 瓿犾鞍 鞐瓣惮, 頃滉淡CRM頃欗殞
靻§澑甑(2010), 靷梾氇╉憸 雼劚鞐 鞛堨柎靹 CRM鞁滌姢韰滌潣 鞐暊 氚 須臣鞐 雽頃 鞐瓣惮, 頃滉淡鞝曤炒觳橂Μ頃欗殞
鞚措獏頃 鞕 1氇(2012), 瓿犼皾甏瓿勱磤毽(CRM)臧 旮
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瓿犼皾 靹滊箘鞀れ檧 歆鞗
靷泟 瓿犼皾 甏毽ゼ 鞙勴暅 鞐呺毳 歆鞗
旖 靹柬劙鞚 鞐暊鞚 欷戩殧
鞗 鞀ろ儜 瓿犼皾 鞝曤炒 歆鞗
瓿犼皾鞚 鞐半澖鞚 頃 鞕旍潉 霑, 頃滊垐鞐 瓿犼皾 甏霠 鞝曤炒, 瓿犼皾鞚 靻嶌劚, 靸侂嫶 鞚措牓 霌膘潉 頃橂倶鞚 頇旊┐鞐愳劀 頇曥澑 頃 靾 鞛堧弰搿 頃滊嫟. CRM
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1. CRM鞚 鞝曥潣 氚 鞚措鞝 氚瓣步
1) CRM鞚措瀫
CRM(Customer Relationship Management)鞚 瓿犼皾瓿检潣 甏瓿勲ゼ 甏毽晿電 瓴届榿 頇滊彊鞚措嫟. CRM鞚 頃奠嫭鞚 瓿犼皾鞝曤炒毳 鞚挫毄頃挫劀 瓿犼皾瓿检潣 甏瓿勲ゼ 鞙犾, 頇曤寑, 臧滌劆頃溂搿滌崹, 瓿犼皾鞚 毵岇”瓿 於╈劚霃勲ゼ 鞝滉碃頃橂姅 頇滊彊鞚措嫟.
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Crm 雽霊愲悳 氚瓣步
靸 瓿犼皾鞚 鞚措亴鞏 鞙犾箻 牍勳毄> 旮办〈 瓿犼皾鞚 氤挫湢
雴掛潃 毵岇”霃 氚 膦嬱潃 靹滊箘鞀 鞝滉车
旮办梾臧勳潣 瓴届焷鞚 鞁檾 + 瓿犼皾 雼堨臧 雼れ枒頇
臧瓴╉暊鞚胳澊雮 韺愳磯鞐 鞚橃〈頃橂崢 毵れ姢毵堨紑韺呾潣 頃滉硠毳 鞚胳嫕
鞝曤炒旮办垹鞚 氚滌爠
瓿
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CRM 鞚 瓿犼皾 甏毽潣 氇摖 旄‰┐鞐愳劀 鞓來枼鞚 氙胳箿雼る姅 瓴冹潉 鞎 靾 鞛堧嫟.
鈶. 臧靹 3鞚 瓴歃
臧靹 3. 瓴届榿頇橁步 鞖旍澑鞚 CRM 鞁ろ枆 靹标臣鞕 鞝(+)鞚 靸侁磤甏瓿勲ゼ 臧歆 瓴冹澊雼.
臧靹 3-1 : 瓴届榿頇橁步 鞖旍澑鞚 瓿犼皾 鞚错儓毳 臧愳唽鞕 鞝(+)鞚 靸侁磤甏瓿勲ゼ 臧歆 瓴冹澊雼.
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CRM鞚 霊 氩堨Ц 氤頇 - 韱淀暕霅 360霃 韥措澕鞚挫柛韸/靹滊矂 鞁滌姢韰
觳 氩堨Ц 氤頇旊ゼ 韱淀暣 鞚措煬頃 CRM鞁滌姢韰滌潣 須臣毳 臁瓣笀鞚措倶毵 瓴巾棙頃 旮办梾霌れ潃 氤措嫟 韱淀暕霅 靻旊（靺橃潉 鞖旉惮頃橁赴 鞁滌瀾頃╇媹雼. 雼轨嫓 CRM 甏毽瀽霌れ潃 攴鸽摛鞚 瓿犼皾 甏瓿勳棎 雽頃 甏鞝愳潉 鞕勳爠
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CRM鞚 韱淀暣 瓿犼皾鞐 雽頃 鞝曤炒毳 靾橃頃橁碃 靾橃霅 鞝曤炒毳 須臣鞝侅溂搿 頇滌毄頃 毵れ稖瓿 靾橃澋鞚 歃濍寑 鞁滍偓 靾 鞛堧嫟.
毵れ稖 歃濍寑電 鈶 旮办〈 瓿犼皾鞚 鞙犾甏毽, 鈶￡赴臁 瓿犼皾鞙茧攵韯办潣 靾橃澋靹 歃濍寑,
鈶㈧垬鞚奠劚鞚 雴掛潃 鞁犼窚瓿犼皾 頇曤炒毳 韱淀暣 雼劚霅滊嫟.
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CRM 鞝曥潣
CRM鞚 頃欔硠雮 旎劋韺 鞐呾泊霌れ澊 雼れ唽 靸侅潣頃 鞝曥潣毳 雮措Μ瓿 鞛堧嫟
1)臧韸鸽剤 攴鸽９
2) 旃检姩 毵堨紑韺 攴鸽９(Carlson Marketing Group)
3) Pricewaterhouse Coopers
4) 頃滉淡 靻岉攧韸胳洦鞏 靷办梾順戫殞
CRM 霌膘灔氚瓣步
1)鞙犿喌毂勲剱鞚 雼れ枒頇
2)瓿犼皾於╈劚霃(loyalty)鞚 氤
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氅旊壌韼检箻旮
