What makes KINTEX be a successful exhibition center? - IAEE

CMS – Customer Management System
KINTEX created CS (Customer Service) team in 2005. CS management was a new activity that other exhibition centers
never offered to customers. Actually many show organizers had few options in selecting exhibition venues because there were
no appropriate facilities which provides efficient and well-equipped spaces. In 2005, the market was dramatically changed
after KINTEX entered the exhibition market. KINTEX asked a question: Which new attributes should be created that the
industry has never offered? This question forced KINTEX to think about what new sources of value creation exist within the
industry. KINTEX had a biggest and cutting-edge hardware in Korea which other venues did not have. But it was not enough
to satisfy customers’ needs. KINTEX needed differentiated value proposition that the industry had never offered. It was a
Customer Service (CS) Management. And also other exhibition companies had never offered CS activities because of the lack
of resources. So CS management was a very significant factor that KINTEX can lead the market. Therefore, KINTEX created
CS team and developed CS management system and manual for satisfying customers’ requirements and needs. The result was
great. KINTEX received the award from Korea Management Association in 2007, and there are 3 reasons for the award. First,
customers’ requirements are processed within 24 hours. Second, CS monitoring system operates and the evaluation results are
related to CS systems. Third, continuous CS education for employees is activated in every working day.
Figure III-8. KINTEX Customer Management System
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