e-Business를 위한 CRM 관련기술 연구

A Study on CRM Related Technology for e-Business

This paper is to investigate the methods the customer relationship management(CRM) for e-Business. I classified CRM into operational CRM, analytical CRM, collaboration CRM and the basis of web page, mobile application, e-mail, data warehouse, data mining, OLAP. Also, I examine the development of CRM in e-Business environment. I present the definition of CRM, the technical factors of CRM and CRM related technology of the mobile communication, electronic commerce, smart phone, mobile application, computer telephony integration. The conclusions of this paper are as following. It is difficult to introduce CRM but is the important part of the related technology for e-Business. For future, Web 3.0 technology, especially semantic web technology is needed for business and marketing strategy establishment, Also, these strategies are powerful tools for the maximization of business income.