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ÀÛ¼ºÀÚ À̽°ü ÀÛ¼ºÀÏ 2023-01-07
Á¦¸ñ »ê¾÷Ä«¿î½½·¯ÀÇ ¿ªÇÒ°ú ±â´ë (1127) : CRM vs CRM Á¶È¸¼ö 686
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À̽°ü °æ¿µÁöµµ»çÀÇ ½º¸¶Æ®°æ¿µ ±â¼úÄÁ¼³Æà (1146) : CRM vs. CEM

CRM vs. CEM

1. °í°´°ü°è°ü¸®(CRM, Customer Relationship Management)

CRM(Customer Relatoonship Management) °í°´°ü°è°ü¸®)

1.Á¤ÀÇ:±âÁ¦°í¼ö

1)±âÁ¸ °í°´Á¤º¸ Á¾ÇÕÀû ºÐ¼®
2)Á¦Ç°°ú ¼­ºñ½º Áö¼ÓÀû Á¦°ø
3)°í°´°ü°è Àå±âÀ¯Áö ¹× Æò»ý°¡Ä¡ ±Ø´ëÈ­
4)¼öÀͼº ³ôÀÌ´Â ÅëÇÕµÈ °í°´°ü°è°ü¸® ÇÁ·Î¼¼½º

2.±âº» È帧:ÀáÆò/½ÅÀá

1)ÀáÀç°í°´ È°¼ºÈ­¡æÆò»ý°í°´È­
2)½Å±Ô°í°´¡æÀáÀç°í°´ È°¼ºÈ­

3.½Ã½ºÅÛ:°íäµ¥¸¶ÇÁ¹é°ø

°í°´¡æ°í°´»óÈ£ÀÛ¿ëä³Î(POS,Äݼ¾ÅÍ,ÀÎÅͳÝ...) ¡æµ¥ÀÌÅÍ¿þ¾îÇϿ콺/µ¥ÀÌÅ͸¶À̴סæÇÁ·ÐÆ®¿ÀÇǽº(¸¶ÄÉÆÃ,¼¼ÀÏÁî,¼­ºñ½º)¡æ¹é¿ÀÇǽº(°³¹ß,»ý»ê,À¯Åë,°ü¸®)¡æ°ø±ÞÀÚ

4.Çʿ伺:Á¦°íÃæ

1)Á¦Ç° ¼­ºñ½º ¼ö¸í ´ÜÃà¡æ»õ·Î¿î °Í ¿øÇÏ´Â ¼ÒºñÀÚ ¼ö¿ä¡è
2)°í°´ ´ÏÁî(Needs)ÆÄ¾Ç ¹× °ü°è,Á¤º¸ Á߿伺 ÀνÄ
3)Ã漺°í°´ À¯Áö ¹× Â÷º°Àû ¼­ºñ½º Á¦°ø

5.Ư¡:°íÀ尳Ÿ½Ö³»

1)°í°´ÁöÇâÀû(customer-centric)
2)Àå±âÀûÀÎ ÀÌÀ±Ãß±¸
3)°³º°°í°´ »ý¾Ö °Å·¡ À¯Áö¡æ½Ö¹æÇâ°ü°è Çü¼º(interactive)
4)Ÿ°Ù¸¶ÄÉÆÃ(target marketing)
5)½Ö¹æÇâÄ¿¹Â´ÏÄÉÀ̼Ç
6)³»ºÎ ÇÁ·Î¼¼½º ÅëÇÕ

6.ÇÁ·Î¼¼½º:Àα¸Àü½ÇÇö

1)ÀνÄ(CRM±¸ÃàÇʿ伺)
2)±¸Ãà
3)Àü·«¼ö¸³
4)½ÇÇà(ÆÇÃË,¸¶ÄÉÆÃ)
5)±¸Çö(¹ÝÀÀºÐ¼® ¹× Closed loop process)

2. °í°´°æÇè°ü¸® (Customer Experience Management)

1)Á¤ÀÇ

°í°´ÀÇ »ý°¢°ú ´À³¦À» ÆľÇÇϴµ¥ ÁßÁ¡À» µÎ°í ¸ÅÀå¹æ¹®, ±¸ÀÔ, ±¸ÀÔ ÈÄ ÀÌ¿ë µî °Å·¡ ´Ü°èº°·Î °í°´ÀÌ ¹«¾ùÀ» º¸°í ´À³¢´Â Áö¸¦ ¾Ë¾Æ³»°í À̸¦ Åä´ë·Î °í°´ÀÇ °æÇè DB¸¦ ±¸ÃàÇÏ´Â °ÍÀ» ¸»ÇÑ´Ù.

2)È¿°ú

CRM(Customer Relationship Management)ÀÌ °í°´ÀÇ ¼ÒºñÆÐÅÏÀ» ±â°èÀûÀ¸·Î ºÐ¼®ÇÑ ³ª¸ÓÁö °í°´ÀÇ °æÇè¿¡ ´ëÇÑ °ü¸®´Â ¼ÒȦÈ÷ ÇÔÀ¸·Î½á °í°´À» ÃÑüÀûÀ¸·Î ÀÌÇØÇÏÁö ¸øÇß´Ù´Â ÁöÀû¿¡ µû¶ó ÀÌ·± º¸¿ÏÇϱâ À§ÇØ ÃâÇöÇÑ °ÍÀÌ CEMÀÎ ¼ÀÀÌ´Ù.

À̽°ü °æ¿µÁöµµ»ç(Certified Management Consultant) °æ¿µÇÐ¹Ú»ç »ê¾÷Ä«¿î½½·¯ 1±Þ °æ¿µÁø´Ü»ç ±â¼úÆò°¡»ç ±â¼ú°æ¿µ»ç â¾÷Áöµµ»ç â¾÷º¸À°Àü¹®¸Å´ÏÀú Ä¿¸®¾îÄÁ¼³ÅÏÆ® Çѱ¹»ý»ê¼ºÇÐȸ ÀÌ»ç National Director of IG-WGCA Unlimited Energy WHQ  University of Hawaii ICBP and KAIST Leadership Program Completed Author Economic Development and Integration in Northeast Asia IT Convergence Strategy ESG MANAGEMENT Entrepreneurship Startups and Jobs Creation Spirits Gets on Metaverse Njobler Era Pathfinders Reflecting on years After 10s Recruiting Strategy for Public-Run Agencies B2B2C Platforms and Policymaking Funding etc