린나이 코리아 RINNAI KOREA CRM System Analysis MIS 경영정보시스템 영문 레포트

소개글

린나이 코리아 RINNAI KOREA CRM System에 대해 분석한 MIS 경영정보시스템 영문 레포트입니다.

목차

1 Rinnai’s Background
1.1 History
1.2 Field & Competitors
1.3 Customer Service of Rinnai
1.4 CRM of Rinnai

2 Concept of CRM
2.1 Definition
2.2 Operational CRM
2.3 Analytical CRM
2.3 Collaborative CRM

3 ORACLE
3.1 Application
3.2 Customer Interaction Center

4 SWOT Analysis
4.1 Strength
4.2 Weakness
4.3 Opportunity
4.4 Threat

5 Suggestions for Rinaai
5.1 e-CRM
5.2 CEM

본문내용

1 Rinnai’s Background
1.1 History
Headquartered in Nagoya, Rinnai has 20 branches and 86 sales offices in Japan in addition to their six domestic production facilities. The Corporation maintains an international presence through 13 subsidiaries and affiliates in Australia, Brazil, Hong Kong, Indonesia, Malaysia, New Zealand, the People`s Republic of China (PRC), Singapore, South Korea, Taiwan, Thailand, the United Kingdom and the United States.
Rinnai Korea was founded in 1974 under the catchphrase, "Customers are our benefactor". During that time, most families use conventional fireplace for cooking. That was when Rinnai introduced gas cookers such as gas range and grill burner in Korea and became a market leader of gas instruments. After which their production expanded into other products including various home appliances and gas boiler.
In the years that followed, there are many changes in cooking equipment industry and kitchen environment. Continuous research, in addition to providing high quality services made Rinnai the best company in terms of gas-instrument products. In 1985 and 1990, Rinnai acquired KS Certification in the gas range field and JIS mark respectively. The company is also the first company to ever receive these awards in Korea.

<중 략>

CIC is divided into two parts. One is inbound, which answers the telephone from customer, and the other is outbound which call or send messages to customer.
Recently, Rinnai is paying attention to internet call center and united messaging system (UMS) as a new point of customer contact. Internet call center directs call system to the person who is responsible via VoIP network by clicking the call banner in the window during his navigating of the home pages. Moreover, one can exchange voice message, e-mail or fax without constraints of places or terminals such as telephone or computer, and also faxing through UMS by integrating functions such as voice composition, association technology, fax intelligence management technology, and post-office box technology.

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