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Reengineering selling chain in Korean insurance industry: Opportunities and challenges

Title
Reengineering selling chain in Korean insurance industry: Opportunities and challenges
Authors
Kim G.-M.
Ewha Authors
김경민
SCOPUS Author ID
김경민scopus
Issue Date
2002
Journal Title
Proceedings of the Annual Hawaii International Conference on System Sciences
ISSN
1530-1605JCR Link
Citation
vol. 2002-January, pp. 3299 - 3306
Keywords
Business process re-engineeringCompaniesCustomer relationship managementDelayEducational institutionsIndustrial relationsInsuranceManagement information systemsMarketing and salesProductivity
Publisher
IEEE Computer Society
Indexed
SCOPUS scopus
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. © 2002 IEEE.
DOI
10.1109/HICSS.2002.994410
ISBN
769514359
Appears in Collections:
경영대학 > 경영학전공 > Journal papers
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