Today the usage of DB already becomes an important issue for many companies' survival. Especially, the companies which have adopted CRM could not gain the return to be expected because of the lack of understanding about the relationship with customers. Professor Schmitt introduced 'the complete CEM(Customer Experience Management) model', but no specific methodology for analysis was introduced. Therefore, in this study we use HOQ, GA, and ANP to build 'the complete CEM model' and present the integrated CEM model based on the integrated analytic process to help the company's decision about the stage to be begun first out of 5 stages of CEM and the priorities of investment in customer experiences.

• 김한신 | Kin, Han-Xin
• 김영민 | Kim, Young-Min
• 이창호 | Lee, Chang-Ho