S-Space College of Business Administration/Business School (경영대학/대학원) Institute of Management Research (경영연구소) 경영논집 경영논집 vol.35 (2001)
CRM을 위한 내부고객관리
Internal Customer Management for CRM
- Issue Date
- 서울대학교 경영연구소
- 경영논집, Vol.35 No.4, pp. 287-310
- In recent years many companies are realizing the importance of customer relationship
management and are making a great amount of investment in building CRM programs.
Main focus has often been on the relationships between the firm and external customers.
However, management of internal customers is quite critical to the success of overall
customer relationship management. This paper investigates the fundamental issues that are
inherent in internal customer management for successful CRM. After the role of internal
customers is examined, the processes of internal customer management are reviewed in
detail. The strategic implications and specific action plans are then suggested.