Abstract
Customer relationship management (CRM) practice involves reengineering of various customer-related processes. The objective of this study is to understand how the CRM system enables the business to transform its processes, especially the selling chain, into customer-centric ones. This study identifies opportunities and barriers to selling chain reengineering in the Korean insurance industry. The Korean insurance company has a unique structure composed of traveling sales people. Many of the sales are done by visiting potential customers based on personal relationships. The Korean insurance industry is facing deregulation in 2004. The uniqueness of organizational characteristics and sale culture as well as the industry future presents unique challenges and opportunities of selling chain reengineering. This study uses multiple case studies.
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 |
| Editors | Ralph H. Sprague |
| Publisher | IEEE Computer Society |
| Pages | 3299-3306 |
| Number of pages | 8 |
| ISBN (Electronic) | 0769514359 |
| DOIs | |
| State | Published - 2002 |
| Event | 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 - Big Island, United States Duration: 7 Jan 2002 → 10 Jan 2002 |
Publication series
| Name | Proceedings of the Annual Hawaii International Conference on System Sciences |
|---|---|
| Volume | 2002-January |
| ISSN (Print) | 1530-1605 |
Conference
| Conference | 35th Annual Hawaii International Conference on System Sciences, HICSS 2002 |
|---|---|
| Country/Territory | United States |
| City | Big Island |
| Period | 7/01/02 → 10/01/02 |
Bibliographical note
Publisher Copyright:© 2002 IEEE.
Keywords
- Business process re-engineering
- Companies
- Customer relationship management
- Delay
- Educational institutions
- Industrial relations
- Insurance
- Management information systems
- Marketing and sales
- Productivity