e-Biz 환경하의 고객지식관리

• 영문명: Managing Customer Knowledge in the e- Biz Environment: A Framework and Application
• 발행기관: 인하대학교 산업경제연구소
• 저자명: 서우종(Woojong Suh) 정재우(Jaewoo Jung)
• 간행물 정보: 『경상논집』경상논집 제17집 제1호, 91~106쪽, 전체 16쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2003.06.01

영문 초록

In the current Internet-based business environment, the contact points between companies and customers are expanding rapidly into cyberspace on the Web. Furthermore, customer-oriented perspective in business has been placed emphasis on. In this business environment, customer knowledge IS now conceived as a critical weapon to obtain a competitive advantage. Accordingly, tills paper has a purpose of helping companies customer knowledge more effectively. First, it is necessary to redefine the customer knowledge as what is concerned with not only customers’ needs and transactions but also decisions of a company for responding to customers and the results. Under tills definition, we propose a framework to show customer knowledge resources and major activities of a company to use customer knowledge in the e-Biz environment. Also, we propose a process for managing customer knowledge and a system architecture for supporting the process. To demonstrate the usefulness of the proposed framework and system architecture, a prototype system is illustrated.

목차

Ⅰ. 서론

Ⅱ. 고객지식 프레임워크

Ⅲ. 고객지식 관리

Ⅳ. 고객지식관리시스템 아키텍쳐

Ⅴ. 사례분석

Ⅵ. 결론

《參考文獻》

Abstract