Today, the usage of DB already becomes an important issue for many companies' survival, especially, for the companies who have adopted CRM(Customer Relationship Management). CEM(Customer Experience Management), as a practical alternative, can settle it. In this paper, we use QFD(Quality Function Deployment) and GA(Genetic Algorithm)-based Group ANP(Analytic Network Process) to construct the Integrated CEM Model to help company decide the priorities of investment in customer experiences.

Abstract
 1. 서론
  1.1 연구배경 및 목적
  1.2 개발 방법
 2. 이론적 고찰
  2.1 CEM
  2.2 ANP
 3. CEM모델의 구현
  3.1 CEM모델 구현 체계
  3.2 QFD 의 적용
  3.3 ANP의 적용
  3.4 실험의 수행
 3. 결론 및 추후 연구과제
 4. 참고문헌

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