Customer Management
Hyundai Department Store CRM
From customer satisfaction surveys to CRM consulting and follow-on projects.
CONTEXT
Project context
A project delivering customer satisfaction surveys and CRM consulting for Hyundai Department Store.
CHALLENGE
The core challenge
The heart of the project was treating customer research and customer relationship management as a single management challenge.
MY ROLE
My role
Project manager (PM) for CRM consulting. I won the customer satisfaction survey engagement and led delivery of the CRM project.
WHAT WE DID
What we did
We won Hyundai Department Store’s customer satisfaction survey, and I joined the CRM consulting engagement as project manager. Follow-on projects continued for two more years.
IMPACT
Why it mattered
The work did not stop at a satisfaction survey; it grew into CRM consulting and two years of follow-on engagements.
WHAT IT MEANS TODAY
Lessons for management today
The value of customer data is not determined by volume alone. In today’s use of AI, too, what matters is connecting an understanding of customers to the organization’s judgment and execution.
EVIDENCE
Source
Youngchan Ahn, 2026 Career Record (in Korean), pp. 2, 7, 9. Records of winning the customer satisfaction survey, serving as CRM project PM, and the two years of follow-on work.
“Project manager, Hyundai Department Store CRM consulting (continued for the following two years)” (translated)
CONTACT