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PART 01
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Contents
Chapter 01 ÃѼ³ 2
SECTION 01 ÀÚº»½ÃÀå¹ý °³°ü 2
SECTION 02 °¨µ¶±â°ü ¹× °ü°è±â°ü 6
SECTION 03 ±ÝÀ¶¹ý±Ô ü°èÀÇ ÀÌÇØ 13
Chapter 02 ±ÝÀ¶ÅõÀÚ»óÇ° ¹× ±ÝÀ¶ÅõÀÚ¾÷ 18
SECTION 01 ±ÝÀ¶ÅõÀÚ»óÇ° 18
SECTION 02 ±ÝÀ¶ÅõÀÚ¾÷ 25
SECTION 03 ÅõÀÚÀÚ 32
Chapter 03 ±ÝÀ¶ÅõÀÚ¾÷ÀÚ¿¡ ´ëÇÑ ±ÔÁ¦¡¤°¨µ¶ 36
SECTION 01 ±ÝÀ¶ÅõÀÚ¾÷ Àΰ¡ ¡¤ µî·Ï °³¿ä 36
SECTION 02 ±ÝÀ¶ÅõÀÚ¾÷ Àΰ¡ ½É»ç 38
SECTION 03 ±ÝÀ¶ÅõÀÚ¾÷ µî·Ï ½É»ç 47
SECTION 04 °ÇÀü¼º ±ÔÁ¦ 49
SECTION 05 ¿µ¾÷ÇàÀ§ ±ÔÄ¢ 64
Chapter 04 ÅõÀڸŸž÷ÀÚ ¹× ÅõÀÚÁß°³¾÷ÀÚ¿¡ ´ëÇÑ¿µ¾÷ÇàÀ§±ÔÁ¦ 77
SECTION 01 °³¿ä 77
SECTION 02 ¸Å¸Å ¶Ç´Â Áß°³¾÷¹« °ü·Ã ±ÔÁ¦ 78
SECTION 03 ºÒ°ÇÀü ¿µ¾÷ÇàÀ§ÀÇ ±ÝÁö 81
SECTION 04 ½Å¿ë°ø¿©¿¡ °üÇÑ ±ÔÁ¦ 87
SECTION 05 ÅõÀÚÀÚ Àç»êº¸È£¸¦ À§ÇÑ ±ÔÁ¦ 90
Chapter 05 Áõ±Ç ¹ßÇà½ÃÀå °ø½ÃÁ¦µµ 93
SECTION 01 Áõ±Ç½Å°í¼Á¦µµ 93
SECTION 02 ¹ßÇà½Å°í¼ °ü·Ã ¼¼ºÎ ±ÔÁ¤ 102
SECTION 03 ÅõÀÚ¼³¸í¼Á¦µµ 110
Chapter 06 Áõ±Ç À¯Åë½ÃÀå °ø½ÃÁ¦µµ 114
SECTION 01 Á¤±â°ø½Ã 114
SECTION 02 ÁÖ¿ä »çÇ× º¸°íÁ¦µµ 119
SECTION 03 ¼ö½Ã°ø½ÃÁ¦µµ 121
Chapter 07 ±â¾÷ÀÇ ÀμöÇÕº´(M&A) °ü·Ã Á¦µµ 124
SECTION 01 °³°ü 124
SECTION 02 °ø°³¸Å¼öÁ¦µµ 125
SECTION 03 ÁֽĵîÀÇ ´ë·®º¸À¯»óȲ º¸°íÁ¦µµ 133
SECTION 04 ÀÇ°á±Ç ´ë¸®Çà»ç ±ÇÀ¯Á¦µµ 140
Chapter 08 Àå¿Ü°Å·¡ ¹× ÁÖ½Ä ¼ÒÀ¯Á¦ÇÑ 144
SECTION 01 Àå¿Ü°Å·¡ 144
SECTION 02 °ø°øÀû ¹ýÀÎÀÇ ÁÖ½Ä ¼ÒÀ¯Á¦ÇÑ 152
SECTION 03 ¿Ü±¹ÀÎÀÇ Áõ±Ç ¼ÒÀ¯Á¦ÇÑ 153
Chapter 09 ºÒ°øÁ¤°Å·¡ÇàÀ§¿¡ ´ëÇÑ ±ÔÁ¦ 156
SECTION 01 ÃÑÄ¢ 156
SECTION 02 ¹Ì°ø°³Á¤º¸ ÀÌ¿ë(³»ºÎÀÚ°Å·¡) ±ÔÁ¦ 157
SECTION 03 ½Ã¼¼Á¶Á¾ÇàÀ§ ±ÔÁ¦ 171
SECTION 04 ºÎÁ¤°Å·¡ÇàÀ§ ±ÔÁ¦ 175
SECTION 05 ½ÃÀåÁú¼ ±³¶õÇàÀ§ ±ÔÁ¦ 177
Chapter 10 ±ÝÀ¶±â°ü °Ë»ç ¹× Á¦Àç¿¡ °üÇÑ ±ÔÁ¤ 179
Chapter 11 ÀÚº»½ÃÀå Á¶»ç¾÷¹«±ÔÁ¤ 185
½ÇÀü¿¹»ó¹®Á¦ 189
PART 02
±ÝÀ¶¼ÒºñÀÚ
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Chapter 01 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ý Á¦Á¤ ¹è°æ 196
SECTION 01 Á¦Á¤ ¹è°æ 196
SECTION 02 Á¦Á¤ ¿¬Çõ 197
Chapter 02 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ý °³°ü 198
SECTION 01 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ý ½ÃÇà ÈÄ ÁÖ¿ä Á¦µµ º¯È 198
SECTION 02 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ý ±¸¼º 199
SECTION 03 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ýÀÇ ³»¿ë»ó ÁÖ¿ä ü°è 200
SECTION 04 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ýÀÇ À§Ä¡ 201
SECTION 05 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ýÀÇ Àû¿ë¿¹¿Ü 202
SECTION 06 Àü¹®±ÝÀ¶¼ÒºñÀÚ ºÐ·ù 202
SECTION 07 ±ÝÀ¶¼ÒºñÀÚ µîÀÇ ±Ç¸®¿Í Ã¥¹« µî 204
SECTION 08 6´ë ÆǸſøÄ¢ 205
Chapter 03 ±ÝÀ¶¼ÒºñÀÚº¸È£¹ý ÁÖ¿ä³»¿ë 208
SECTION 01 ÅõÀÚ¼º »óÇ° ¹× ´ëÃ⼺ »óÇ° 208
SECTION 02 6´ë ÆǸſøÄ¢ 209
SECTION 03 ±ÝÀ¶»óÇ°ÆǸŴ븮¤ýÁß°³¾÷ÀÚ¿¡ ´ëÇÑ ¿µ¾÷ÇàÀ§±ÔÁ¦ 223
SECTION 04 ±ÝÀ¶¼ÒºñÀÚ ±ÇÀÍ°È Á¦µµ 224
Chapter 04 ÆǸſøÄ¢ À§¹Ý½Ã Á¦Àç °È 232
SECTION 01 À§¹ý°è¾à ÇØÁö±Ç 232
SECTION 02 ÆǸÅÁ¦ÇѸí·É 234
SECTION 03 ¡¹úÀû °ú¡±Ý 236
SECTION 04 °úÅ·á 237
½ÇÀü¿¹»ó¹®Á¦ 239
PART 03
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Chapter 01 °í°´°ü¸®¿Í ÅõÀÚ±ÇÀ¯ 242
SECTION 01 °í°´°ü¸®ÀÇ Çʿ伺 242
SECTION 02 ±ÝÀ¶¤ýÅõÀÚ °ü¸®(CRM) 245
Chapter 02 °í°´»ó´ã 251
SECTION 01 °í°´»ó´ã(process) 251
SECTION 02 °í°´°úÀÇ °ü°è Çü¼º 254
SECTION 03 ¼³µæ ¹× Çعý Á¦½Ã 259
SECTION 04 °í°´ÀÇ µ¿ÀÇ È®º¸ ¹× CLOSING 267
SECTION 05 °í°´ÀÀ´ë¿Í ±âº» ¸Å³Ê 273
½ÇÀü¿¹»ó¹®Á¦ 278
PART 04
Á÷¹«À±¸®
Chapter 01 Á÷¹«À±¸® ÀÏ¹Ý 282
SECTION 01 Á÷¹«À±¸®¿¡ ´ëÇÑ ÀÌÇØ 282
SECTION 02 Á÷¹«À±¸®ÀÇ ±âÃÊ »ç»ó ¹× ±¹³»¿Ü µ¿Çâ 292
SECTION 03 º» ±³Àç¿¡¼ÀÇ Á÷¹«À±¸® 296
Chapter 02 ±ÝÀ¶ÅõÀÚ¾÷ Á÷¹«À±¸® 299
SECTION 01 ±âº»¿øÄ¢ 299
SECTION 02 ÀÌÇØ»óÃæÀÇ ¹æÁö Àǹ« 306
SECTION 03 ±ÝÀ¶¼ÒºñÀÚº¸È£Àǹ« 311
SECTION 04 º»ÀÎ, ȸ»ç ¹× »çȸ¿¡ ´ëÇÑ À±¸® 363
Chapter 03 Á÷¹«À±¸®ÀÇ ÁؼöÀýÂ÷ ¹× À§¹Ý ½ÃÀÇ Á¦Àç 390
SECTION 01 Á÷¹«À±¸®ÀÇ ÁؼöÀýÂ÷ 390
SECTION 02 Á÷¹«À±¸® À§¹ÝÇàÀ§¿¡ ´ëÇÑ Á¦Àç 405
½ÇÀü¿¹»ó¹®Á¦ 411
PART 05
ÅõÀÚÀÚºÐÀ¹æ
Chapter 01 ºÐÀ¹æ ½Ã½ºÅÛ 416
SECTION 01 ÀϹÝü°è 416
SECTION 02 ±ÝÀ¶ÅõÀÚ»óÇ° ±ÇÀ¯¤ýÆǸŠ°ü·Ã Àǹ« 417
SECTION 03 ±ÝÀ¶ÅõÀÚ»óÇ° ÆǸŠ°ü·Ã ÀϹݱâÁØ 420
SECTION 04 °³ÀÎÁ¤º¸º¸È£¹ý °ü·Ã °í°´Á¤º¸ ó¸® 421
SECTION 05 ±ÝÀ¶¼ÒºñÀÚ º¸È£ 426
Chapter 02 ÁؼöÀýÂ÷ ¹× À§¹Ý ½Ã Á¦Àç 428
SECTION 01 ³»ºÎÅëÁ¦±âÁØ 428
SECTION 02 À§¹Ý¿¡ ´ëÇÑ Á¦Àç 429
SECTION 03 ºÐÀïÁ¶Á¤Á¦µµ 431
Chapter 03 ÁÖ¿ä ºÐÀï»ç·Ê ºÐ¼® 436
SECTION 01 ±ÝÀ¶ÅõÀÚ»óÇ° °ü·Ã ºÐÀï 436
SECTION 02 Áõ±ÇÅõÀÚ °ü·Ã ÁÖ¿ä ºÐÀï»ç·Ê 439
½ÇÀü¿¹»ó¹®Á¦ 452
PART 06
ÅõÀÚ±ÇÀ¯¿Í ÅõÀÚ±ÇÀ¯ »ç·ÊºÐ¼®
Chapter 01 ÅõÀÚ±ÇÀ¯ 456
SECTION 01 ÅõÀÚ±ÇÀ¯¶õ? 456
SECTION 02 ÅõÀÚÀÚ Á¤º¸ ÆÄ¾Ç ¹× ÅõÀÚÀÚ ¼ºÇâºÐ¼® 458
SECTION 03 ÅõÀÚ±ÇÀ¯ ÁÖ¿ä ³»¿ë 469
Chapter 02 ÅõÀÚ±ÇÀ¯ »ç·ÊºÐ¼® 484
SECTION 01 À繫¼³°è¶õ? 484
SECTION 02 °³ÀÎ À繫¼³°è ¹× À繫¼³°è Àü¹®°¡ÀÇ Çʿ伺 486
SECTION 03 °³ÀÎ À繫¼³°èÀÇ ¸ñÇ¥ 488
SECTION 04 °³ÀÎ À繫¼³°è ¸ñÇ¥ ´Þ¼ºÀ» À§ÇÑ ÁÖ¿ä ´Ü°è 489
SECTION 05 °³ÀÎ À繫¼³°è °úÁ¤ 491
SECTION 06 À繫»óÅÂÆò°¡Ç¥ ÀÛ¼º ¹× ºÐ¼®ÀÇ ½ÇÁ¦ 495
SECTION 07 ³ëÀΰ¡°èÀÇ À繫¼³°è 498
SECTION 08 ÅõÀÚ±ÇÀ¯ »ç·ÊºÐ¼® 502
½ÇÀü¿¹»ó¹®Á¦ 507
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