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CRM, * 1. 2. CRM. CRM. CRM 3.. CRM.. 4. 1. CRM(customer relationship management) 2~3.

1 CRM, * CRM. CRM. CRM 3.. CRM CRM(customer relationship management) 2~3..,. CRM., 1998 CRM * redrock5@kisdi.re.kr 34

2 . CRM,. CRM, CRM CRM. 2. CRM. CRM CRM., CRM,,,. CRM, CRM.. CRM CRM 1) 2),,,, CRM 3) CRM. 1),, CRM CRM(analytical CRM), (Operational CRM), CRM(collaborative CRM). CRM CRM CRM ecrm., ( ), ), CRM. 35

3 < 1> CRM : 3. CRM. CRM, CRM,. 38%,, 28%. RealMarket Research 2), 2 5., 34%., CRM. 2) emarketer( ) 36

< 2> CRM : CRM Fair 2001 (2001.3.). (1) IDC, CRM Sales Automation, Marketing Automation, Customer Support and Call Center.

4 < 2> CRM : CRM Fair 2001 ( ). (1) IDC, CRM Sales Automation, Marketing Automation, Customer Support and Call Center. CRM %, 71.0% 11.6% 6. 3) % ( 3 )., CRM, , , 5 26% CRM CRM CRM CRM. 3) IDC( ) 37

12) (2) IDC 1999 CRM, Siebel, Oracle, Vantive (

5 < 3> CRM ( : ) : IDC( ) < 4> CRM ( 1999 ~ 2005) ( : ) : Gartner( ) (2) IDC 1999 CRM, Siebel, Oracle, Vantive ( PeopleSoft), Clarify ( Nortel Networks) %, 6.7%, 4.9%, 4.8% 40%, 86 Trilogy 2% CRM 38

6 4., CRM, Siebel CRM Oracle PeopleSoft ERP, Nortel CRM., Kana, E.piphany, Onyx, Broadvision, Broadbase,,., 4). 5 E.piphany Moss, Onyx eservice Firepond ecrm. < 1> CRM Siebel ebusiness 2000 Oracle ebusiness Suite PeopleSoft Peoplesoft 8 Nortel ebusiness Solution Onyx Onyx 2000 Broadvision Kana Enterprise One on One Suite Kana ebusiness Platform TM,, ( ),, e-biz,,,, PeopelSoft,,, e.pipahny e.5 System, e.gain egain Product Suite : Ashley Friedlein(2001), 4), Siebel Scopus, Paragren, Kana Silknet, Oracle Versatility Concentra, People Soft Vantive, Nortel Clarify, E.piphany Octane Inter Act ACT!, Applix Target Pivotal Exactium (KCG, 2001). 39

7 . ( 1) 2000 CRM CRM,, 1,000,, SI, CRM. CRM.,, RTC CRM 38 CRM 2~ 3., 53%,,. 5) < 5> 2000 CRM : CRM Fair 2001 ( ) : CTI DW ecrm 5) 2000 CRM, CRM 32.2%%, 16.5% (Gartner ) 40

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9 CRM Siebel. Broadvision, Broadbase ecrm.,, LG-EDS, SDS SI,. SI CRM CRM. 7), CRM.,,,,.,,, ecrm. < 7> CRM SWOT : CRM ( ) 7) CRM ( ) 42

10 < 2> CRM Commerce21 ecrm/ (B2B) Suite 1.2(B2C,, e B2B B2B, ) (ecrm) ( ) OPERA@web( ) / W e b, Intelligence Web Analyser(eCRM ) / Intelligent Web Miner Yes 24,,, ipersonalize Platform,,, (,, OLAP, OLAP,, ) (,, ecrm (, LG ), ecrm CRM DW ) 2 ecrm,, ebrother(, SK 1 1 ) Pr el u d e( )/ ClserLook( ) SRS ( ) e-gain( ) SK OK OK( CR M ) OK ( ) / 11i TV( ) 1 1 ecrm SDS SDS IMC- e-gain DBMarcher(, LG ) : ( ) : ecrm,,, CRM 5 43

11 ,.,,,. 8) 4. CRM, (ROI) IT CRM., CRM.,, Accenture 2, 000, 9) 83%., , 20 IT, 28% CRM CRM., CRM., CRM, CRM. CRM., CRM CRM. 8), MPC 7 CRM,,,,., (DW ) ecrm,. 9) emarketer( ) 44

< 8> 2001 : (2001. 4.),. CRM, CRM.,. CRM,., 1999 1 CRM, 1 10%. 10),.

12 < 8> 2001 : ( ),. CRM, CRM.,. CRM,., CRM, 1 10%. 10), CRM, (suite) 25%, 33%, (best of breed) 32% 11) CRM CRM. CRM. 10) CIO Magazine( ) 11) CRM Fair 2001 ( ) 45

13 As hley Fried le in, CRM Meet ecrm : Ve ndo r Review, IDC, Custo me r Re latio ns hip Ma nage me nt Ma rket Fo recast a nd Ana lys is, , Ga rtne r, CRM S e rvices 2000 Throug h 2005 Ma rket S ize a nd Fo reca st,, Ga rtne r, CRM S e rvices Ma rket Tre nds a nd De ma nd Cha racte ristics for 2000, CRMGuru. co m, Custome r Re latio ns hip Ma nage me nt Prime r, CRMGuru. co m, Custome r Re latio ns hip So lutio n Guide, KCG, CRM Redefined ; Beyond the Front Office a nd Out to the Custo me r, The Truth a bout CRM, CIO Ma gazine, E.pipha ny, Onyx Expa nd CRM Package s, zd net.com, Budgeting for Custo me r Re latio ns hip Ma nage me nt, e Ma rkete r.co m, New e Ma rkete r CRM Re port Revea ls Custo me r Re latio ns hip Ma nage me nt Adoptio ns Is Pro mise d Stre ngth, e Ma rkete r.com, CRM Adoptio n Co ntinues at a n Aggress ive Pace, e CRMg uide.com, , CRM, , CRM,, , , CRM, / IT,, CRM Fa ir 200 1,, CRM, inews 24, CRM 46

歯목차45호.PDF

歯목차45호.PDF CRM CRM (CRM : Customer Relationship Management ). CRM,,.,,.. IMF.,.,. (CRM: Customer Relationship Management, CRM )., CRM,.,., 57 45 (2001 )., CRM...,, CRM, CRM.. CRM 1., CRM,. CRM,.,.,. (Volume),,,,,,,,,,

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歯6월.PDF