| Title |
A Study on the Effectiveness Verification of Construction CRM systems |
| Authors |
Cho, Kyoung Rin ; Hwang Ug Sun ; Kim Yong Su |
| Keywords |
CRM ; degree of satisfaction ; re-visitation |
| Abstract |
Purpose of this study is to analyze degrees of oral transmission, customer satisfaction, and subscription customer's revisitation to grasp effectiveness of CRM of construction company. Brand recognition, customer satisfaction, and customer loyalty can be made to improve by CRM of construction company. Ultimately, this study is intended to improve management achievement by increasing total sales and reducing expense. 175 distribution customers and subscription customers participate in the final analysis for this study. In terms of service quality factors, state of facility, trust, response, conviction and sympathy are measured. In terms of effectiveness, customer satisfaction, oral transmission, and customer's re-visitation are measured. Considering these things, CRM of construction company can improve oral transmission, satisfaction, re-visitation of distribution customers and subscription customers. CRM of construction company can be utilized as a competitive means for management and contribute to improving management achievement in the long run. Through examining actual effectiveness of CRM of construction company in this study, it can be thought that necessity and possibility of CRM of construction company should be recognized and CRM of construction company should be developed further. |