Management of Address Information to Improve Quality of Customer Contact

作     者：CHANG Taiwoo PARK Jinwoo PARK Chankwon JEONG Hanil NAM Yunseok 

作者机构：Postal Technology Research CenterETRI Daejeon 305-350 KoreaDepartment of Industrial EngineeringSeoul National University Seoul 151-744 KoreaDepartment of e-BusinessHanyang Cyber University Seoul 133-791 KoreaDepartment of Internet Information EngineeringDaejeon University Daejeon 300-716 S.KoreaPostal Technology Research CenterETRI Daejeon 305-350 Korea 

出 版 物：《Journal of Electronic Science and Technology of China》 (中国电子科技（英文版）)

年 卷 期：2004年第2卷第3期

页      面：122-127页

学科分类：08[工学] 080402[工学-测试计量技术及仪器] 0804[工学-仪器科学与技术] 

主　　题：customer relationship management customer information address information address component 

摘      要：Customer relationship management systems are gaining importance in today s business environment since customer satisfaction is crucial to the success of an enterprise, and especially so in e-business environment where customers can find substitute suppliers quite easily. In CRM, the quality of customer information is very important, and the address information even more so. It is because the address information plays a major role for customer contact channel and for timely and effective marketing service. Furthermore, it gives the basic source of geographic information for the offline delivery, the terminal activity of the e-commerce. In this study, we analyze various standards and proposals for the address information, and propose data models for the management of the information focusing on address components, and proto-type systems for management and service.