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1 CRM : CRM

2 ...,,.. ()..,. CRM,., CRM

3 . CRM, CRM. CRM 2 3. CRM.,,,,.,. 2.. (),

4 . e-bu siness,. CRM,,. 2., CRM,,,, CRM CRM ( ), CRM. CRM.,, CRM ( ). CRM ( ).

5 . (CRM) CRM (CRM),,,,,,. CRM,. (), ().,, CRM. e-crmcrm e-crm, e-,,. CRM CRM,.

6 < 1> CRM Customer Knowledge CRM Data Warehouse DB life style / Risk/Reward C R M, / DB DB DB DB TM ( ) DB,,, (, ).,., CRM, CRM.

7 < 2> CRM CRM ( ) Customer Relations hip Management CRM.. ( &CTI).... CRM ( ) CRM,

8 . CRM () (+), CRM <1> CRM <2>. < 4> CRM CRM 31 Var111...Var117 Var121...Var1210 Var131...Var1310 Var141...Var144 < > n <31 CRM X1 p 1 Effi 1 X2 X3 p 2 p 3 Co s t S e rv 2 3 p n S a le 4 Xn < >

9 <1> CRM CRM (+). <2> CRM () CRM (+). : 1) CRM (7 ), (CRS) (10 ), (10 ), (IT) (4 ) ) CRM CRM (8 ), (5 ), (7 ), (5 ) 425 SAS.

10 . <1> () <2> ( ) <3> () <4> CRMIT () <5> CRM () < 1> CRM (Eigen valu e) (Differen ce) (Prop ortion ) (Cu m u lative) : 1) Eigenvalues of the Covariance Matrix: Total = Average = ) ( )., = / 3) ( )

11 CRM (). CRM CRM., CRM. CRM, Back office competition (priority).,., CRM.

12 . CRM,. CRM. CRM2 3, CRM. CRM CRM.

13 . 1. CRM CRM e-crm CRM 29. CRM CRM CRM CRM CRM < 1> CRM i -

14 < -1> 7 <-2> CRM e-crm 20 <-3> CRM (IDC) 22 <-4> CRM 24 <-5> 53 <-1> CRM 57 <-2> CRM 70 <-3> CRM ( ) 72 <-4> CRM ( ) 73 <-5> CRM ( ) 74 <-6> CRM ( ) 75 <-1> 77 <-2> CRM 86 <-3> CRM 88 <-4> 90 <-1> 97 <-2> ( ) 98 <-3> 99 <-4> CRM 100 <-5> (Com m u nality) 101 <-6> CRM 103 <-7> 107 <-8> 107 <-9> 108 <-10> 108 <-11> <-12> <-13> <-14> ii -

15 < -15> 125 <-16> CRM 127 < -1> 6 < -2> CRM 8 < -3> 11 < -4>,, 12 < -5> (5%) 13 < -6> CRM 14 < -7> CRM 15 < -8> CRM 16 < -9> e-crm 18 < -10> CRM e-crm 21 < -11> CRM 26 < -12> 31 < -13> CRM 34 < -14> CRM 38 < -15>, 43 < -16> 44 < -17> 49 < -1> CRM ( ) 59 < -2> CRM( ) 62 < -3> CRM 71 < -1> CRM 76 < -2> CRM 79 < -3> CRM 80 < -4> 84 < -1> 106 < -2> iii -

16 < -3> 123 < -4> 123 < -5> 124 < -6> iv -

17 1. IT (Cu stom er Relationship Managem ent ; CRM ). (). CRM DB, IT. CRM, CRM., CRM CRM. CRM. CRM,.. CRM DB,..,.,

18 2.,.,,,.., CRM CRM CRM. CRM CRM., CRM (). CRM,, CRM, CRM. CRM.,. CRM CRM. ( ), ( ). SAS. 6. CRM,, CRM. CRM CRM.

19 3,. CRM, CRM.,.

20 4. CRM ,.,.. ( ). 1980, (qu ality control) (cu stom er service) (cu stom er satisfaction).,, ( ).,.,, (nich e)., IT DB, 1990.,,,

21 CRM 5,. 1990,, (individu al m arketing), (one-to-one m arketing), (relationship m arketing),,, CRM.,..,,..,..,, e-crm,,.. (cu stom er relation ship),. < -1>.

22 6 < -1> (1970) ( ) CS (1980), e-crm ( ) ( ) ( ), DB Marketing (1990) IT CRM (1990 ) : CS - Customer Satisfaction, DB - Database Marketing :, (CRM), CEO information 262,, , CRM, , pp ,, (m ass m arketing),.,,, <-1>. CRM,,., CRM.

23 CRM 7 < -1> - - (inbound) cross-sell, up-sell - - / DB , :, CRM, Oracle, CRM e -CRM. CRM 1) C RM.,,. CRM,,, 4.,,,

24 8., CRM. CRM,., CRM,., CRM., CRM, (kn ow led ge) (need s),,, (loyalty) (p rofit). < -2> CRM Marketing Service Sales Marketing Service Sales contact point / value chain Segmentation( / ) ( /Sales/Service ) ( /Sales/Service )

25 CRM 9, CRM (relationship). (relationship)' an interaction betw een tw o p arties (w h o p erceive each other as being relevant) w ith the goal that both sides ben efit from this interaction'., (an interaction betw een tw o p arties), (being relevant). (both sid es benefit from this interaction) 1). CRM.,.,. 2) C RM ) (CS). (CS : Cu stom er Satisfaction) Fortu ne Magazine & Forum Corp oration 2) ), CRM, Orcle, ), Customer Loyalty, CRM,, 2000.

26 10. (1 0 13%) %,. 98%,. ) (CS) (CS).,.., /,,.,.,, < -3>.

27 CRM 11 < -3> / / - / - / -, : Researched by Fortune Magazine & Forum Coporation, Customer Loyalty, CRM,, 2000., ) (C RM) (CS)CS.,, 90%., 30%, 60 80%.,.,,. (), (), ().,

28 12 (), CRM. 3) C RM CRM., CRM., CRM. (CS),,. < -4>,, : Kebi R. Bhote, Beyond customer satisfaction to customer loyalty, &,. < -5>5%, ()35 100%.

29 CRM , CRM,. < -5> (5%) : &, Customer Loyalty, CRM, 2000.,, CRM,,, (Data Warehou se), (Database),.,,.

30 14,, (segm entation), CRM,.,,,,. < -6> CRM Customer Knowledge CRM Data Warehouse DB life style / Risk/Reward C R M, / DB DB DB DB TM ( ),,, CRM,., < -7>,. < -7> C RM

31 CRM 15 (acquisition) (activation) (loyalty) (retention) / (cross/up selling) (reactivation) 4) C RM CRM (Meta grou p)(th e Cu stom er Relation ship Managem ent Ecosystem 1999). CRM (analytical) CRM, (op erational) CRM, (collaborative) CRM., CRM / /,. /,,,,,., CRM CRM, CRM., CRMCRM. ERP (back-end), CRM, ERP (,,, )

32 16 (front-end).., CRM1990 CRMe-CRM.. e-. < -8> CRM CRM CRM Back office ERP Front office Mobile office Customer Interaction (Web) Web CRM : ( ), CRM, , p.3.. e-crm

33 CRM 17 1) e -CRM 2000e-,, e-crm.,.,., e-., (Era of the Cu stom er) e-crm. e-crm, e-,,. e-crm. e-crme-m arketin g, e-sales, e-service, e-, Cu stom er Interaction Center, SFA (Sales Force Au tom ation).

34 18 < -9> e -C RM e-marketing e-crm e-s ale s e-s e rv ic e -, - -, PR, DM Self Service, DB -, Life Cycle, - Service Order, , - -, - Service Order - Bill Presence &Payment (ebp&p) e-bus ine s s S o lutio n - EC -, - Cus to me r Inte ractio n Ce nte r - Sales Fo rce Auto mation - - Mobile Office : ( ), CRM, , p.16. RTC Group, ecrm Solution-Choosing Right ecrm Solution, ) e -CRM ) e-crm,.

35 CRM 19 ),.,., e-crm CRM,,,. ) e-crm,. ),., CTI(Com pu ter Telephoney Integration) e-crm.

36 20. CRM e-crm CRM e-crm (one-to-one m arketing),., CRM e-crm. <-2> CRM e -C RM - -, e-crm e- CRM., e-crm CRM,. CRM e-crm< -10>.

37 CRM 21 < -10> CRM e -C RM CRM e-crm Web -, TM, DM, - (,,, inte rnet ) -, -, -,, CTI, - One-to-One Marketing,, - -, - IT, -, :, (CRM), CEO information 262,, , ecrm/ CRM, , p.54.. CRM 1) C RM IT IDC(Internation al Data Corp oration) (2000 ), CRM 22% , CRM 80%,, e-,.

38 22 < -3> CRM (IDC) (: US$) ,182 59,921 89, % 17,259 31,794 48, % 9,412 16,479 23, % :, S/ W (CRM), Gartner Group CRM, %, Forrester Research 1999 CRM US$ %., AMR Research 2000 US$54, US$1 2003US$168. 2) C RM 2000 CRM CRM.,., IT 1CRM CRM, CRM. CRM DW CRM.,,, CRM., CRM.,

39 CRM 23 DW,, CTI.,, CRM,,, (segm entation) (p erson alization). S/ W, CRM 3).,,,. CRM. 1999, <-4> 41% 41,693, 23.8% 23,731, 12.2% 12,160, 9.8% 9,840, 3.1% 3,110. < -4> CRM (: ) EC ,500 15,004-1,100-2,200 4, , ,110 23,731 41, ,200-9,840 12,160 1,000 2,300 3,600 99, / 4 5,111 13,130 28,550 3,600 1,435 1,500 7,600 10, ,900 76,536 :, S/ W (CRM), ) CRM ( / CRM CRM., / (27.11%), / (24.71%), / (19.94%), (17.29%). : /

40 ).,,., =..,, (, ),.,., () ().,.. (m ass m arketing) (,, )

41 CRM 25, DB,,,,.,., (),. CRM, CRM. < -11> C RM CRM ( ) Customer Relations hip Management

42 26. CRM 1) CRM.,,....,.,,.,.,...,

43 CRM 27 (, ),.,.,,..,,.,,,,.,,,,...

44 28.., CRM..,,,, DM, TM,.,,,.. 2) C RM (),,, ()., (cross-selling, ).,, CRM.,,.

45 CRM 29,.,. CRM,.,.,. 4. CRM. (Data Wa re house) 1) (DW) (Data W arehou se). (DW) (electronic w arehou se)..,, (need s)., (up-grade)..

46 30, (op erational system ) 4),, (d ata m art).,,.,..,,,? < -12>,,. 4) (operational system), (OLTP : online transaction processing). :, CRM, , p.41.

47 CRM 31 < -12> ( ) OLTP Data Warehouse DB :, CRM, , p.48. http :/ / 5). do,,,.,,,. 5) http :/ /

48 32..., (CRM),. 2),.,.,,..,.., (end u ser),.,.,,,.

49 CRM 33 3) (DW) CRM,. CRM, CRM,,,,,. < -13> C RM DB DW,,. DW

50 34., M arsh Korea,, M arsh Korea e-in su rance., DB. DW (Ca mpa ign Ma na ge me nt) DW.,,, OLAP,.,, DW. 4).,,. - - () - -.

51 CRM 35 /.. 80%, 20%, %, 70 80%., CRM,,.,,,.. /,. - - / -, -,

52 36. (Data Mining) 1),..,. CRM.,.. (,,,,, ).,.. OLAP(On Line Analytical Process)

53 CRM 37 6),.,. 2) CRM, CRM. CRM < -14>,,,,,. < -14 > C RM 6) OLAP(On Line Analytical Process),,.,,,. :, e-crm, , p.118.

54 38, up-sell cross sell (re-marketing) :, e-crm, , p.121.., CRM.

55 CRM 39,.... (capturing)(verifying)(classifying) (sorting)(summarizing&constriction)(calculation) (storin g)(retrieving)(reprodu cing)(com - m unication)..,,,..,.,,

56 40 CRM.,,,,,,.,. 3) CRM,,., (LTV : Life Tim e Valu e), CRM. CRM.,, 1 1. CRM..

57 CRM 41,.. ( )., e-crm. e-crm,,. CRM.,, CRM... (We b Ca ll Ma rketing)

58 42 1) (call center) CRM. IVR(Interactive Voice Resp on se). 80,. ACD (Autom atic Call Distributor ).,.,. CTI (Com puter Telephony Integration softw are). IVR( ),..,, FAX.,,,,,. < -15>,

59 CRM :,, One to One CRM,, p.144., ) e-crm,,.,.., (spread m arketing).... < -16>

60 44 () (, ) (, ) (, ) (, ), , ) (w eb-call m arketing) (w eb) (call),.,,,.,.

61 CRM ,. 3),,,,.. < -17> / / DB,.

62 46, CRM.,.,.,..,.,.,,,..,.,.,.,.,.. (DB Ma rketing)

63 CRM 47. CRM. 1) ).,.,. (,, ) (,,, ). ),,.. ),, 1,,,.

64 48 2),.,.,.,..

65 CRM 49 < -17> -,, -,, ++ +,,,,, - - -,, ( ) -, - 3) e -C RM e-crm.,,. ),.,,

66 50. e-crm 1 1. ). e-crm1 1., e-crm. ). e-crm,,. ). e-crm.

67 CRM 51 4) CRM, (CRM),.,.,,.,,,.,.,.,,.,.,,.,,,.. (e-ma il Ma rketing) 1) (e -ma il Ma rketing), PDA e-crm

68 52 (e-m ail) ) (e -ma il ma rketing)., (instant). ( ) 2 10.,,...,,,

69 CRM 53., 40 80%.,,. < -5> -,. -. -, returned mail. -, DB. - DB. -. -,. 3) CRM

70 54 1 1,,,,,., CRM.,.,.,.,,.,.,..,. 4),.,,.,

71 CRM 55.,.,.,,,.,.,..,.,,.

72 56. CRM 1. CRM,, CRM. CRM.. CRM, CRM. CRM,. CRM, <-1>.

73 CRM 57 < -1> CRM CRM, CRM CRM (DW) CRM CRM DB CRMTFT CRM CRM CRM DB, DB,, DB CRM CRM CRM, CRM, 11 - : CRM online,, CRM, , / CRM CRM.

74 58 (CRM)., CRM/ DW. 1) CRM CRM.,,.,.,.,,., ( ).,,,.,,,, (CRM). 2) CRM < -1> ,,,

75 CRM 59. < -1> CRM ( ) D W , CRM DB DW DW DBM, CRM,,. / DB

76 60 (Data Transform ation) (OLAP) - (2,500 ) - () - - (Data Mining) - (retention) - (scoring) (Perform ance Tunin g), CRM 15,,,. (15) Minin g CM (Cam p aign Managem ent), CRM ,.

77 CRM 61 - DW (2000.3, ) - DW (99.2 5) - DW (99.2 9) - 150GB350GB ) CRM., DB CRM, CRM, CRM. CRM., CRM,,,. CRM.,., (Call-Center Agent),.,,.,.,,.

78 62 < -2> C RM( ) / S c o ring / (CM) OLAP ( : 300) score /score CM Data Mining ( : 90) 4). - (E-DW) - - (EC) -,., Data Mart.,. CRM

79 CRM 63 CM (Cam p aign Managem ent),,, (, )., (EC).,.,.,,,. 5) CRM (cross selling), (retention). (cross selling). 2,

80 64 WHO MODELS? WHICH MODELS 2? , 2. <Ex> () 0.34 (23-35 ) 0.51 ( ) 0.39 ( ) 0.21 ( ) () -, - -,.

81 CRM 65 <Ex> : : 70xxxx-xxxxxxx ****** 62xxxx-xxxxxxx ****** 83xxxx-xxxxxxx ****** 65xxxx-xxxxxxx ****** 62xxxx-xxxxxxx ****** 74xxxx-xxxxxxx ****** 69xxxx-xxxxxxx ****** 67xxxx-xxxxxxx ****** (retention).,,. -,, <Ex> ( ) / % 67.36% % 62.38% % 65.27% % 58.38% % 55.48% % 53.18% -,

82 66 <Ex> ( ) % % % 18.63% % 20.81% % 20.19% % 22.27% % 22.68% % 21.31% -, <Ex> ( ) / 1 / / / % 27.50% 31.58% % 13.88% % 10.51% 26.16% % 14.40% % 18.75% 20.00% 15.14% 17.46% % 13.74% 22.48% 16.34% 19.80% % 19.72% 27.68% 19.74% 24.18% % 15.00% 32.59% 28.30% 30.11% % 20.41% 40.00% 37.50% 19.23%,. <Ex> - : (),, - : 30, - : 30, /.

83 CRM CRM.. (CRM),.,, CRM., CRM., CRM.., CRM.., 7).,,,,., 7), CRM,

84 68., TM, DM,.,.,,., ITDB., CRM.,, 8). CRM, (1 ),, CRM. CRM,,,., CRM 9) CRM - CRM 8), CRM Marketing,, ), CRM,

85 CRM 69 - CRM CRM,.,..,,,..

86 70 < -2> C RM CRM - CRM CRM CRM - :, CRM, , p CRM CRM., CRM,,. Insight Technology Grou p 10), CRM,,

87 CRM 71. < -3> C RM 25% 35% 2% 20% 42% : Insight Technology Group ( ), CRM, , CRM,.,,., CRM,,.,.. 10) ( ), CRM,

88 72,,. < -3> CRM ( ) , e : 234,. CRM, 1. CRM., CRM,,,,.

89 CRM 73 < -4> CRM ( ) : 234,. < -3> CRM 20%.. CRM1 1,,. CRM,.

90 74 < -5> CRM ( ) : 234,. CRM.,,,. CRM.

91 CRM 75 < -6> CRM ( ) : 234,.

92 CRM () CRM. 1) C RM CRM., CRM CRM (+). < -1> C RM () / / IT CRM /

93 77 2) C RM,.,. ().. (Field). (Back-office com p etition), (Front-door com p etition). <-1>,,,, 11) CRM

94 78, 12) CRM.,,, CRM, CRM. CRM,. CRM CRM.,,,,,, /,, e-bu siness,., (,, ),,,,., (loyalty),,,,, 11) ( , ),,. 12) CRM 2 3 CRM.

95 79,,.,, ( ), (cross-sellin g),. CRM. CRM < -2>. < -2> C RM CRM

96 80. CRM () (+), CRM <1> CRM <2>. < -3> C RM CRM 31 Var111...Var117 Var121...Var1210 Var131...Var1310 Var141...Var144 < > n<31 CRM X1 p 1 Effi 1 X2 X3 p 2 p 3 Co s t S e rv 2 3 p n S a le 4 Xn < >

97 81. IM CA = Eff i + 2 Cost + 3 S erv + 4 S a le Eff i = X X X n X n Cost = X X X n X n S erv = X X X n X n S ale = X X X n X n, IM CA = Effi = Cost = Serv = Sale = X1, X2, X3,..., Xn : CRM,,. < -3> CRM() CRM CRM. CRM (31 ) (com m on factor : ). (factor analysis) 13). 13) Galton(1988), Spearman(1904),,, (multi- variate),,

98 82, CRM. (factor score : FS ) ()., CRM,.,, CRM,.. CRM CRM(+). CRM CRM,. CRM CRM. (2, 3, 4, 5 ) CRM ( R 2 )CRM. CRM. :, SAS,, p.1.

99 83, CRM CRM.. < > CRM CRM (+). < > CRM () CRM (+). < -1> 2CRM CRM (+). < -2> 3CRM 2 CRM (+). < -3> 4CRM 3 CRM (+). < -4> 5CRM 4 CRM (+). 2. (IT)

100 84 CRM (CRM )... CRM. 1998CRM. CRM,. CRM, CRM(DB Marketing) ( ). ( )( ), (pilot test). < -4> CRM CRM * :31 * :25 (2, 2)

101 85. 1) CRM 14). CRM, (Supply Chain M an agem ent : SCM) 15). ()CRM CRM,. 5. 2) C RM CRM,, <-2>., 7., (CRS) CRM 10., CRM (),, 10, 14). 15),,,

102 86 (IT), CRM,, 4. < -2> CRM (Cu stom er Data) (Cu stom er Relationship Strategy) (Work Process & Organization Integration) (IT Infra) Var111 Var112 Var113 Var114 Var115 Var116 Var117 Var121 Var122 Var123 Var124 Var125 Var126 Var127 Var128 Var129 Var1210 Var131 Var132 Var133 Var134 Var135 Var136 Var137 Var138 Var139 Var1310 Var141 Var142 Var143 Var144 CRM () () TM, CM () ( ) CRM (TFT) CRM CRM CRM/ CRM / / / CRM IT CRM IT

103 87 3) C RM CRM( ),,, <-3>.,, 8.,,,,, 5.,,,,, 7., CRM,., CRM, (), (cross-selling) (), 5.

104 88 < -3> CRM Var211 Var212 Var213 Var214 Var215 Var216 Var217 Var218 / e-bu sin ess Var221 Var222 Var223 Var224 Var225 Var231 Var232 Var233 Var234 Var235 Var236 Var237 Var241 Var242 Var243 Var244 Var245 (, ) (loyalty) ( )

105 89.. CRM., ( ),,. CRM, (, IT, CRM ) (, ) 16) ). 7, 7 253, ) CRM,. 17) CRM,.

106 90 < -4> (%) ( ) 9 ( ) (109) 141 (125) 44.3 (46.6) 55.7 (53.4) (138) 101 (96) 60.1 (59.0) 39.9 (41.0) (234) : 1) ( ). 2).. SAS., Cronbach' s., CRM 18), (factor score) (lin ear com bination) 18) (PCA : Principle Component Analysis). :,,, 1996, pp

107 91,., CRM,., AN OVA T-., (n onconstant variances) (nonlineatity) 19). 19) -(Dubin- Watson), (time-series data)(cross-sectional data).

108 92. CRM 1.. (factor). (m ultiple com m on factor m od el). m (<p : ) (com m on factor : F1, F2, F3,...,Fm ), Xi, (linear com bination) (sp ecific factor). m -i Xi(1). X i - i = m k = 1 ik F k + i, i = 1,2,...,p...(1) (2). X - = F + (p 1) (p 1) (p m) ( m 1) (p 1)...(2) pm (factor ik p attern). (factor loadin g), i Xi Fk. k m -

109 CRM 93,.. m, p. F 1, F 2,....., F m ik F k. i k(factor loadin g). i, i = 1,2,3,...,p. i 0 i... 20). R-., (factor loadin g) (com m un ality).,, 20), R-, Q. :,, SPSS, 1998, p.256.

110 94., (PCA : Principle Com p on ent Analysis)., 21) (eigenvalu e) 22) (com m unality) 23)., 1, 40%., (factor loading), Varim ax 24). (orthogonal) 21), (Scree graph test),. 22),,. :,,, 1997, p.348. SAS 23). F j. pj j/ p, m m j = 1 j / p. 24),. (orthogonal rotation)(oblique), (varimax rotation).

111 CRM (factor score) (m u lticollin earity).. (reliability). (internal consistency) 25). (constru ct),. CRM CRM 9 26). Cronbach' s 27).. 25) H air, Joseph F., Rolph E. Anderson, Ronald L. Tahtam and William C. Black, Multivariate Data Analysis with Readings(4th ed), Englew ood Cliffs:Prentice Hall, ) 5, 4. 27) split-half reliability Cronbach's Alpha.. = 2 k k - 1 ( 1 - i 2 y ), k = 2 i =, 2 y = :, SAS,, 2000, p.240.

112 96, Cronbach Cronbach 0.62, 4 Cronbach (<-1> ) (<-2> ). 0.5, ),. Cronbach. 28),,, 1999, p.70

113 CRM 97 < -1> Cronbach's Cronbach's Var Var Var Var Var Var Var Var Var Var Var Var Var * * Var Var Var Var IT Var Var Var Var * Var Var Var Var Var Var * * : 1) raw data, *. 2) (deleted variable). 3) (56 )Cronbach ,

114 98 < -2> ( ) Cronbach's VAR Cronbach's Var Var Var Var Var Var Var Var Var Var Var Var Var Var * * Var Var Var Var Var Var Var Var Var : Var * *. (validity),. (construct validity)

115 CRM 99 (criterion-related validity).,.. (eigenvalu e) ). <-3>.. < -3> * * * IT * * * IT * * * * : * p< ),, pp

116 100 CRM, ()() <-4>. < -4 > CRM (Eigenvalue) (Difference) (Prop ortion) (Cumulative) : 1) Eigenvalues of the Covariance Matrix: Total = Average = ) ( )., = / 3) ( ). 5 (com m unality), < -5> [Var111(0.2076), Var112(0.2866), Var129(0.4237), Var1210(0.2983)] ). 30).

117 CRM 101 < -5> (Communa lity) V ar111 V ar112 Var113 Var114 Var115 Var116 Var117 Var121 Var122 Var123 Var124 Var125 Var126 Var127 Var128 V ar129 V ar1210 Var131 Var132 Var133 Var134 Var135 Var136 Var137 Var138 Var139 Var1310 Var141 Var142 Var143 Var144 (Com m u n ial ity ) * * * * (V ariabl e W eights) : Total Communality: Weighted = Unweighted =

118 102. CRM. CRM (factor loading) < -6> 5 31). <1> <2> 7, <3> 6, <4> 4<5> <1> <1>, CRM, CRM, CRM, CRM, CRM /, CRM/ / /, CRM (cross-functional integration, ). <2> <2>, (),,,, 31) 31 4 <-6>. 31.

119 CRM 103 < -6> C RM V132 V135 V136 V137 V138 V CRM CRM CRM CRM/ / / V1310 CRM V113 V114 V115 V116 V117, V121 V122 V124 e-m ail V125 / V126 (TM, CM ) V127 (,) V128 V129, V141 V142 V143 V144 V123 V133 V134 CRM IT CRM IT CRM() CRM() TFT CRM (, ) : 1) (factor loading). 2) principal component analysis, Varimax

120 104,, ( ). < 3> <3>(DM, TM, CM ), (, ),,,, e-m ail, ( ). <4> CRMIT <4>,, CRM ITCRM IT CRMIT (). <5> CRM <5> CRM (, ), CRM(), CRM() TFT CRM ( ).

121 CRM CRM CRM(+), CRM CRM, (2, 3, 4, 5 ) CRM. CRM CRM CRM (factor score : FS), CRM (< -1> ). CRM, CRM (< -2> ). (stepw ise).,. SAS. (C. L. Mallow s) Cp 32). 32) Cp Y, p X C p p + 1p Cp. Cp.

122 106 < -1> X1 : FS1 X2 : FS2 X3 : FS3 X4 : FS4 Y1 (CRM ) < -2> (2 ) FS1*FS2 FS3*FS4 (3 ) FS1*FS2*FS3 FS3*FS4*FS5 (4 ) FS1*FS2*FS3*FS4 FS2*FS3*FS4*FS5 Y1 (CRM1) Y2 Y3 Y4 (5 ) FS1*FS2*FS3 *FS4*FS5 C p = SSE p MSE k - n + 2(p + 1) p : ( ) M SE k ( = SSE k / ( n - k - 1) ): :,, pp

123 CRM 107. ( ) ( ),,, <-7>, <-8>, < -9>, <-10>. <-7> ANOVA t R 2 R F (p-value) (p-value) (.0001) (.0001) (.0001) (.0001) 1.27 (.2612) 4.96 (.0001) 6.65 (.0001) 4.60 (.0001) 4.27 (.0001) 1.13 (.2612) <-8> ANOVA t R 2 R F (p-value) (p-value) (.0001) (.0001) (.0001) (.0001) (.0153) (.0153) (.0003) (.0003) (.1546) (.1546)

124 108 < -9> ANOVA t R 2 R F (p-value) (p-value) (.0001) (.0001) (.0013) (.0001) 0.00 (.9525) 4.98 (.0001) 5.22 (.0001) 3.25 (.0013) 5.22 (.0001) (.9525) <-10> ANOVA t R 2 R F (p-value) (p-value) (.0016) (.0007) (.0001) (.0013) 0.15 (.6985) 3.21 (.0016) 3.46 (.0007) 5.25 (.0001) 3.26 (.0013) 0.39 (.6985) ,, F(F0) <p =0.01. F 1.27,

125 CRM , 0.00, 0.15., tf p <0.01., ( ) (+)p ositive., (R 2 ) 33),,,,,.,,,,., ( 5) 4(,,, ) 4p ositive,, < >.. 1) 33) R 2 ( ). R 2 (coefficient)., (statistical significance). Damodar N. Gujarati, Basic Econometrics, McGRAW-HILL BOOK COMPANY, p 186.

126 110 4 () 2 1,. (stepw ise m eth od). 2,,, <-11>. < -11> 2 * F t C p R 2 R (p-value) (p-value) FS (.0001) (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) : * FS (factor score). FS1, FS2, FS3, FS4, FS5.. )

127 CRM 111 (FS2), (FS1). F (p <0.0001), 2 (p <0.0001), p ositive(+). Cp % 1 (17.62%, 10.47%) < >. ) (FS1) (FS2). F 29.76(p <0.0001), 2 (p <0.0001), p ositive(+) % 1 (14.79%, 9.47%) < >. Cp ) 2 (FS2), (FS4).

128 112 F 30.46(p <0.0001), 2 (p <0.0001), p ositive(+) % 1 (11.57%, 11.55%) < >. Cp ) CRM, (FS3) (FS4). F 25.27(p <0.0001). 2 (p <0.0001), , p ositive(+) % 1 (11.62%, 4.56%) < >. Cp ) 5 3, 3,,, <-12>.

129 CRM 113 < -12> 3 F t C p R 2 R (p-value) (p-value) FS2 FS1 FS3 FS1 FS2 FS4 FS2 FS4 FS1 FS3 FS4 FS (.0001) (.0001) (.0001) (.0001) ) 7.63 (.0001) 5.97 (.0001) 5.38 (.0001) 5.91 (.0001) 5.34 (.0001) 4.95 (.0001) 6.06 (.0001) 5.45 (.0001) 5.42 (.0001) 5.89 (.0001) 4.55 (.0001) 3.72 (0.0003) (FS2), (FS1), (FS3). F (p <0.0001)

130 (p<0.0001), , , p ositive(+)., Cp % % < >. ) (FS1), (FS2), (FS4). F 30.38(p <0.0001), 3 (p <0.0001) , , p ositive(+) % 2 (22.51%) < >. Cp ) (FS2), (FS4), (FS1). F(33.02) p <

131 CRM 115 3(p <0.0001), p ositive(+) (22.93) < >. Cp ) CRM, (FS3), (FS4), (FS2). F 22.57(p <0.0001). 3 (p <0.0001), , , CRM p ositive(+). 3(: R ) %, ( ) < >. Cp ) 5 4, 4,,, <-13>.

132 116 < -13> 4 F t C p R 2 R (p-value) (p-value) 1 FS (.0001) FS (.0001) (.0001) FS (.0001) 4 FS (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) 4 FS (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) 4 FS (.0001) FS (.0001) FS (.0001) (.0001) FS (0.0002) 4 FS (0.0037)

133 CRM 117 CRM ( ) (FS1), (FS2), (FS3), (FS4). 34) ) F (p <0.0001). 4 (p <0.0001), , , , p ositive(+) 4., Cp % % < >. ) F 26.50(p <0.0001), 4 (p <0.0001). 4 p ositive(+) % 3 < >. Cp 34) 5 4 (CRM ).

134 ) F(31.27) p < (p <0.0001), p ositive(+). 4(: R ) (32.67%) < >. Cp ) F 19.74(p <0.0001). 4 (p <0.01), , , , CRM p ositive(+). 4(: R ) , ( ) < >. Cp ) 5

135 CRM 119 CRM,,, <-14>. CRM ( ) (FS1), (FS2), (FS3), (FS4), (FS5) (+). 35) ) F (p <0.0001). 4 (p <0.0001), (FS5) tp %. 5 p ositive(+)., Cp (: R ) 46.1% 4 (45.63%), < >. 35) p0.1090%.

136 120 < -14> 5 F t C p R 2 R (p-value) (p-value) 1 FS (.0001) FS (.0001) FS (.0001) (.0001) FS (.0001) FS (0.1009) FS (.0001) FS (.0001) FS (.0001) (.0001) FS (0.0015) FS (0.1007) FS (.0001) FS (.0001) (.0001) FS (.0001) 4 FS (.0001) FS (.0001) FS (.0001) (.0001) FS2 (0.0002) FS (0.0037)

137 CRM 121 ) F 21.93(p <0.0001), 4, (FS5) t p %. 4 p ositive(+) negative( )., Cp (: R ) (34.00%) < >. ) , < >. ) , < >.

138 122..,,,. (factor score). (m ulticollinearity) 36). 37).. (n onconstant variance) (nonlin earity). <3> <6>() ) (Variance Inflation Factor : VIF). 37) (Cook) D, DEFITS, DFBETAS.

139 CRM 123 < -3> < -4>

140 124 < -5> < -6>

141 CRM 125. CRM <-15>. 55(). <-15> CRM,. CRM. CRM (com p etitive advantage), ().

142 126 4., CRMCRM,.. 38) CRM (), CRM, CRM CRM,, CRM., CRM,.. CRM. CRM (front-door com p etition), (back-office com p etition)., CRM. CRM. CRM 38),, CRM..

143 CRM )., CRM 1. CRM,,.,,.... (, ) 39) 'Stepwise '. (),.

144 128. < -16> C RM / CRM, 4 40). CRM 40) CRM (PCA)1 CRM.

145 CRM 129. CRM. CRM 2 3, CRM., CRM CRM (CRM/ / ). CRM CRM CRM, CRM( ).

146 CRM ' '. CRM. CRM.., CRM. CRM '',. CRM. CRM,. CRM. CRM. CRM 5

147 131., (),, ( ),, (),, CRM IT (),, CRM (). CRM. CRM.,,,. CRM. (Meta Grou p) CRM 55~75%. (In sight Technology Group ) CRM CRM 41.. CRM. (Gartner Grou p) ? CRM. CRM?.. CRM.

148 132,. CRM,,.,. CRM,,.,,.,..,.. CRM. CRM., (), (cross-selling) ( ),. CRM, CRM, (). CRM,.

149 133 CRM,. CRM,, CRM CRM, CRM( ).

150 134,,, 1999.,, SPSS, 1998.,, 131, , SAS,, 1991., SAS,, 1989.,,, 1991., SAS,, 2000., One to On e CRM,, , 1 CRM, CRM, 2001, CRM - CRM CRM,, , CRM, H an dysoft, , CRM,, , CRM,, , CRM, Oracle, 2001.,, 1 4, ,, SIGMA IN SIGHT GROUP, 1999.,,

151 135 23, , RO I ecrm, Ubiz SYSTEM, , SAS,, 1997., CRM,, , e-crm,, ,,, 1996.,, 12, , -,, ,, , pp , (CRM), CEO inform ation 262,, , CRM Marketing,, ,,, 241, 1995, 2000, SAS,, ( ), CRM, , CRM,, N CR CRM, CRM,, 2001, S/ W

152 136 (CRM), http :/ / indu.sw.or.kr, ,,, 2001.,,, ,,, 2001., (perm ission),, 2001., (perm ission),, ,,, ,,, Coop er, N ew Product Perform ance and Product Innovation Strategy, Research M anagement, M ay-ju ne 1986 Coop er an d E.J. Klein schm idt, What m ake a N ew Product a Winn er : Success factor at th e Project Level, R &D M anagement, Vol. 17, pp Cum in s J. David and VanDerh ei Jack, "A n ote on th e relative efficiency of prop erty-liability insurance distribution system ", The Bell Journal of Economics Vol. 10, N o. 2m Autum n Daniel John L. and Daniel N. Caroline, Global Vision, McGraw -Hill, Inc, Dam odar N. Gujarati, Basic Econometrics, McGRAW-H ILL BOOK COMPAN Y, Garven J. R., Electronic Com m erce in the Insurance Industry : Bu sin ess Perceptives, Center f or Risk M anagement and Insurance Research W orking Paper Series N um ber 98-3, April 1998.

153 137 George G. Ju d ge, W.E. Griffiths, R. Carter Hill, H elm u t Leukep ohl, Ysou ng-ch ao Lee, The Theory and Practice of Econometrics, John W iley an d Son s, Know ledge Capital Group, Inc., CRM R edef ined : Beyond the Front Office and Out to the Customer, Korea Exp ert, Large e-bu siness e-service Platform Beyond Personalization, N ew ell Fred erick ( ), CRM.com (:Loyalty.com ) 21, RTC Group, ecrm Solution-Choosing Right ecrm Solution,

154 138 < 1> CRM (CRM)?.... () () ( ). (CRM),, (),,,,.!! ( / 4183 / ). 5.

155 139 * CRM.. CRM (). < -1> CRM. 4.,, ( ). 7. CRM,. < -2 >

156 CRM CRM (). 4. e- mail. 5. (,,,, ). 6. DM( ), TM(), CRM. 7. // CRM. 8. CRM. 9.,. 10. CRM ( ).

157 141 < -3 > 1. CRM () CRM TFT. 4. CRM. 5. CRM. 6. CRM (, ). 7. CRM. 8. CRM. 9. CRM///. 10. CRM.

158 142 < -4 > (IT) 1. CRM. 2., (IT). 3. ///AS. 4. () ( ).. () () < -1> ( ) 3. ( )

159 e- < -2 > 1. (, ) 2. (,, ) ( )

160 (, ) < -3 > 1. (loyalty) 2. ()

161 145 < -4 > 1. () 2. () () 3. (cross- selling) () : 2. : 3. (IT) 4. e- mail : <>

162 (KID I) 96-1 / /, , : /,, /, , /,,, /, (I) : / ,,,,,,, : /,,, /,,, /,,,, : /,,, M&A: M&A /,, /,,, /, ,, ( ) : /,, /,,, : /, ,

163 98-7 /,, /, ( ) /,, / ,, :,,, : /,, /,,,, (Survival Analysis) /,, : /, , 99-7 /,, /,, /,, ART /, /, /, /,,, /, /, /, / /

164 /,, OECD /,,, /,, /,, /,,,, /,, /,, , / / ,,,,,,,,, 96-5 /, (IIS) ( 33 ), (PIC) ( 18 ), ( I ) /,, /,,, /, M&A /,,, MAI /,, /,,, ( ) : /,,

165 99-1 ( ) : /, /,, /, /, : /,, /,,,, : /, /,, (Underwriting)/ /, /, /, /, /, /,, /, /,,, /,,, '98, '99, /, /,,

166 1 / W. Klein, Martin F. Grace, Harold D. Skipper, Robert / D. Farny,, J. E. Johnson,, , , Insurance Business Report 1, OECD /,, /,, /, IMF /, /, /,, :,,, 8 /,,, (IT) : / 9, /, IMF /,, /,, /,, , Environment Changes in the Korean Insurance Industry in Recent 1 Years : Institutional Improvement, Deregulation and Liberalization / Hokyung Kim, Sangho Park, Korean Insurance Industry 2000 / Insurance Research Center,

167

168 http :/ / w w w.assuranceforu m.com (E-m ail : ckahn@kidi.or.kr) (E-m ail : hw cho@kidi.or.kr) CRM (02) ( ) (02) ISBN ,000

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