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45 (2001 ) tive CRM). CRM CRM, CRM CRM. CRM (Resource), CRM. CRM. [3] CRM. CRM CRM CRM Data Resource Marketing Data Stores Decision Support Application profile ETL Tools Marketing Data Mart Campaign Management Analytics Data Mart Reporting Data Mart Campaign Management Data Mining/ Analytics Ad Hoc Query and Reporting Communication Channels Direct Mail Contact Management Call Centers Sales Force Internet E-mail Other :, CRM,, 2000. 12 [3] CRM CRM CRM, CRM CRM.,,,. CRM CRM. CRM 64
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CRM,,,., CRM,.,, CRM, CRM,.,, Sigma Insight Group, 1998.,,,, vol. 31, 1997., Cyber Banking,, 1999.,,, 2001., CRM,, 2000. 12., CRM, ( )NCR, 2000. 11., DW/ CRM, CRM, 2001. 2., e-telligence,, vol. 25, 2000., CRM-,, vol. 24, 2000., (CRM), CEO Information 262, 2000.,,, 1997. 79
45 (2001 ),,, 2000. 11.,, 549, 1999. 12., CRM,, 2000.,,, 1998. Alex Berson, Stephen S., Kurt T., Building Data Mining Applications for CRM, McGraw- Hill, 1999. Dataquest Alert, CRM Services 2000 through 2005 Market Size and Forecast, 2000. 12. IDC Report, Customer Relationship Management Market Forecast and Analysis, 2000 2004, 2000. http :/ / www.epost.go.kr http :/ / www.oracle.co.kr http :/ / www.teraworld.co.kr http :/ / www.compaq.com http :/ / www.gartner.com http :/ / www.datamining.com http :/ / www.dni.co.kr/ twpark http :/ / www.kookminbank.co.kr http :/ / www.mk.co.kr http :/ / www.knowledgeminers.com http :/ / www.seri.org 80