The Study on CRM Approaches Accounting for Dynamic Change of CustomerBehavior

如何应对客户行为的动态变化是客户关系管理的重要问题。因此，本研究首先提出了多种基于代理的模型来解释口碑对顾客行为的影响。利用客户之间的社交互动的客户关系管理称为社交客户关系管理。其次，针对客户追求多样性行为导致客户行为发生动态变化的可能性，从客户行为的角度分析了所谓的长尾现象。第三，通过将客户行为的动态变化视为自愿/主动行为，该项目调查了消费者生成广告的工作原理。所有这些成果都在学术会议上发表，部分发表在由每个研究领域的主要研究人员编辑的参考期刊和读物上。

How to deal with the dynamic change of customer behavior is an important issue for CRM (Customer Relationship Management). Hence, firstly, this research project proposed a variety of agent-based models that account for WOM affecting customer behavior. The CRM utilizing social interaction among customers is called social CRM. Secondly, focusing on the possibilities that the dynamic change of customer behavior is caused by variety-seeking behavior of customer, this project analyzed so-called Long Tail phenomenon in sight of customer behavior. Thirdly, by seeing the dynamic change of customer behavior as a voluntary/active act, the project investigated how Consumer-Generated Advertising works. These all results were presented in academic conferences and in part published in refereed journals and readings edited by leading researchers in each research area.