원문정보
A StudyOn the Maximization of Enterprise Equity through Customer Experience Management
초록
영어
Today the usage of DB already becomes an important issue for many companies' survival. Especially, the companies which have adopted CRM could not gain the return to be expected because of the lack of understanding about the relationship with customers. Professor Schmitt introduced 'the complete CEM(Customer Experience Management) model', but no specific methodology for analysis was introduced. Therefore, in this study we use HOQ, GA, and ANP to build 'the complete CEM model' and present the integrated CEM model based on the integrated analytic process to help the company's decision about the stage to be begun first out of 5 stages of CEM and the priorities of investment in customer experiences.
목차
1. 서론
1.1 연구배경
1.2 연구목적
2. 이론적 고찰
2.1 고객경험관리(CEM)
2.2 네트워크 분석과정(ANP)
3. CEM 모델의 구현
3.1 CEM 모델의 체계
3.2 품질의 집(HOQ)의 적용
3.3 ANP의 적용
3.4 그룹의사결정
3.5 민감도 분석
4. CEM 모델의 실행과 분석
4.1 ANP의 수행
5. 결론 및 추후과제
6. 참고문헌