請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/4812
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | (Carol Hsu) | |
dc.contributor.author | Alexandre Tremblay | en |
dc.contributor.author | 龍在天 | zh_TW |
dc.date.accessioned | 2021-05-14T17:47:49Z | - |
dc.date.available | 2015-03-13 | |
dc.date.available | 2021-05-14T17:47:49Z | - |
dc.date.copyright | 2015-03-13 | |
dc.date.issued | 2015 | |
dc.date.submitted | 2015-02-12 | |
dc.identifier.citation | Adebanjo, D. (2003). Classifying and selecting e‐CRM applications: an analysis‐based proposal. Management Decision, 41(6), 570–577. doi:10.1108/00251740310491517
AISC. (2012). Structural Steel: An Industry Overview. Retrieved from http://www.aisc.org/uploadedFiles/SteelDay/2011/Documents/Sept.%20%20Industry%20Overview.pdf Benlian, A., & Hess, T. (2011). Opportunities and risks of software-as-a-service: Findings from a survey of IT executives. Decision Support Systems, 52(1), 232–246. doi:10.1016/j.dss.2011.07.007 Berry, L. L. (1995). Relationship Marketing of Services--Growing Interest, Emerging Perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245. doi:10.1177/009207039502300402 Bezemer, C.-P., & Zaidman, A. (2010). Multi-tenant SaaS applications, 88. doi:10.1145/1862372.1862393 Bibi, S., Katsaros, D., & Bozanis, P. (2012). Business Application Acquisition: On-Premise or SaaS-Based Solutions? IEEE Software, 29(3), 86. Retrieved from http://search.proquest.com/docview/1366047901?accountid=14229 Boulding, W., Staelin, R., Ehret, M., & Johnston, W. J. (2005). A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go. Journal of Marketing, 69(4), 155–166. doi:10.1509/jmkg.2005.69.4.155 Buttle, F. (2004). Customer relationship management: Concepts and tools. Amsterdam, London: Elsevier Butterworth-Heinemann. 55 Correia, J. M., Dharmasthira, Y., & Pang, C. (2013). Market Share Analysis: Customer Relationship Management Software, Worldwide, 2012. Retrieved from http://my.gartner.com/portal/server.pt?open=512&objID=202&&PageID=5553&mode=2&in_hi_userid=2&cached=true&resId=2439515&ref=AnalystProfile Dubey, A., & Wagle, D. (2007). Delivering software as a service. Retrieved from http://www.mckinsey.com/insights/mckinsey_quarterly Eatock, J., Paul, R. J., & Serrano, A. (2001). A study of the impact of information technology on business processes using discrete event simulation: a reprise. International Journal of Simulation Systems, Science & Technology, 2(2), 30–40. Foss, B., Stone, M., & Ekinci, Y. (2008). What makes for CRM system success — Or failure? Journal of Database Marketing & Customer Strategy Management, 15(2), 68–78. doi:10.1057/dbm.2008.5 Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]. Journal of Knowledge Management, 7(5), 107–123. doi:10.1108/13673270310505421 Gillies, C., Rigby, D., & Reichheld, F. (2002). The story behind successful customer relations management. European Business Journal, 14(2), 73–77. Grönroos, C. (1994). From Marketing Mix to Relationship Marketing. Management Decision, 32(2), 4–20. doi:10.1108/00251749410054774 Gummesson, E. (2004). Return on relationships (ROR): the value of relationship marketing and CRM in business‐to‐business contexts. Journal of Business & Industrial Marketing, 19(2), 136–148. doi:10.1108/08858620410524016 56 Iriana, R., & Buttle, F. (2007). Strategic, Operational, and Analytical Customer Relationship Management. Journal of Relationship Marketing, 5(4), 23–42. doi:10.1300/J366v05n04_03 Jain, S. C. (2005). CRM shifts the paradigm. Journal of Strategic Marketing, 13(4), 275–291. doi:10.1080/09652540500338329 Jobber, D., & Lancaster, G. (2009). Selling and sales management (8th ed). Harlow, England, New York: Prentice Hall/Financial Times. Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125–158. Kern, T., Willcocks, L. P., & Lacity, M. C. (2002). Application service provision: Risk assessment and mitigation. MIS Quarterly Executive, 1(2), 113–126. Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(1), 27–42. doi:10.1016/j.im.2013.09.001 King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421–431. doi:10.1016/j.indmarman.2007.02.005 Kotler, P. (1991). presentation at the Trustees Meeting of the Marketing Science Institute in November 1990. Boston, MA, Melgarejo, P. (2012). Worldwide Software 2012–2016 Forecast Summary. Retrieved from http://www.idc.com/research/viewtoc.jsp?containerId=235326 Mell, P., & Grance, T. (2011). The NIST definition of cloud computing. 57 Meyer, M., & Kolbe, L. M. (2005). Integration of customer relationship management: status quo and implications for research and practice. Journal of Strategic Marketing, 13(3), 175–198. doi:10.1080/09652540500171357 Myers, M. D. (2013). Qualitative research in business & management (2nd ed). London: SAGE. Nevin, J. R. (1995). Relationship Marketing and Distribution Channels: Exploring Fundamental Issues. Journal of the Academy of Marketing Science, 23(4), 327–334. doi:10.1177/009207039502300413 O’Reilly, K., & Paper, D. (2014). Customer Relationship Management (CRM): An Approach for Transforming the ’Myth’ of CRM Success into Dual-Creation of Value. Journal of Information Technology Case and Application Research, 11(3), 1–8. doi:10.1080/15228053.2009.10856162 Osarenkhoe, A., & Bennani, A. (2007). An exploratory study of implementation of customer relationship management strategy. Business Process Management Journal, 13(1), 139–164. doi:10.1108/14637150710721177 Payne, A. (2006). Handbook of CRM: Achieving excellence in customer management. Oxford, Burlington, MA: Elsevier Butterworth-Heinemann. Payne, A., & Frow, P. (2005). A Strategic Framework for Customer Relationship Management. Journal of Marketing, 69(4), 167–176. doi:10.1509/jmkg.2005.69.4.167 Payne, A., & Frow, P. (2006). Customer Relationship Management: from Strategy to Implementation. Journal of Marketing Management, 22(1-2), 135–168. doi:10.1362/026725706776022272 58 Pinto, J. K., & Slevin, D. P. (1987). Critical factors in successful project implementation. IEEE Transactions on Engineering Management, EM-34(1), 22–27. doi:10.1109/TEM.1987.6498856 Piskar, F., & Faganel, A. (2009). A Successful CRM Implementation Project in a Service Company: Case Study. Organizacija, 42(5). doi:10.2478/v10051-009-0017-y Reichheld, F. F., & Sasser Jr, W Earl. (1989). Zero defections: quality comes to services. Harvard Business Review, 68(5), 105–111. Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41(3), 293–305. doi:10.1509/jmkr.41.3.293.35991 Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120–130. doi:10.1016/j.indmarman.2006.08.005 Ried, S., Kisker, H., & Matzke, P. (2010). The evolution of cloud computing markets. Forrester Research, Ried, S., Rymer, J. R., & Iqbal, R. (2008). Forrester’s SaaS Maturity Model. Forrester Research. Retrieved from https://www.forrester.com/Forresters+SaaS+Maturity+Model/fulltext/-/E-RES46817; http://www.theresearchpedia.com/research-articles/saas-maturity-model-by-forrester Shaw, E. H. (2005). A history of schools of marketing thought. Marketing Theory, 5(3), 239–281. doi:10.1177/1470593105054898 Sheth, J. N., & Parvatiyar, A. (1995). The evolution of relationship marketing. International Business Review, 4(4), 397–418. doi:10.1016/0969-5931(95)00018-6 59 Sheth, J. N., Parvatiyar, A., & Shainesh, G. (2001). Customer relationship management: Emerging concepts, tools, and applications. New Delhi: Tata McGraw-Hill Pub. Co. Siemer & Associates. (2013). 2013 SaaS Industry Report. Retrieved from http://www.siemer.com/dev/wp-content/uploads/2013/08/SA-SaaS-Industry-Report-Summer-2013.pdf Sorenson, P. & Chen, X. (2008). Towards SaaS (Software as a Service) Evaluation Model. Retrieved from http://ssrg.cs.ualberta.ca/images/3/35/CASCON2008-Sorenson.pdf Srinivasan, R., & Moorman, C. (2005). Strategic Firm Commitments and Rewards for Customer Relationship Management in Online Retailing. Journal of Marketing, 69(4), 193–200. doi:10.1509/jmkg.2005.69.4.193 Structural steel. (2005). Metal Bulletin Monthly, (417), 56–57. Retrieved from http://search.proquest.com/docview/204090410?accountid=14229 Tanner Jr, John F, Ahearne, M., Leigh, T. W., Mason, C. H., & Moncrief, W. C. (2005). CRM in sales-intensive organizations: A review and future directions. Journal of Personal Selling & Sales Management, 25(2), 169–180. Larry Augustin (2014, July 6). Interview by Tom Taulli [web]. http://www.forbes.com/sites/tomtaulli/2014/06/07/sugarcrm-should-salesforce-com-be-worried/. Trepper, C. (2000). Customer care goes end-to-end. Information Week, May, 15, 55–73. Xu, M., & Walton, J. (2005). Gaining customer knowledge through analytical CRM. Industrial Management & Data Systems, 105(7), 955–971. doi:10.1108/02635570510616139 | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/4812 | - |
dc.description.abstract | 本研究旨在探討企業選擇導入CRM SaaS至系統實際執行間之因素,其中特別著眼於初始設計下的CRM及依符合實際使用需求下產生的SaaS CRM間之差異。過往的研究者皆將這兩個概念分開探討。然而目前SaaS CRM部分的市場正以兩位數的速度快速成長中,當前為數甚少且缺乏全面性的研究仍不足以深度探討此現象。為縮減此差距,本研究透過一間加拿大企業實際執行CRM SaaS系統啟用初期過程為案例進行深入研究。研究結果顯示CRM的核心理論始終成立,但在使用者如何提供SaaS CRM設計元素及與如何實際操作使用系統等變化因素下,會帶來新的影響因素。而本研究中亦將探討這些新的現象所代表的涵義。 | zh_TW |
dc.description.abstract | The aim of this study is to explore factors of SaaS CRM adoption and implementation, particularly the difference existing between traditional on-premise CRM and the on-demand SaaS CRM. Prior research investigated both concepts as two distinct notions. However, the SaaS CRM market segment keeps growing at close to a double digit rate and only a few studies have investigated this phenomenon. To fill the lacunae, the current research has conducted an empirical study to investigate this issue more seriously. The case study reports on the experience of a North American company during their SaaS CRM system implementation. Findings reveal that the core concept of CRM wasn't affected but new key elements emerged concerning how SaaS CRM is provided and consumed by the adopting firm. The implications are discussed further in this study. | en |
dc.description.provenance | Made available in DSpace on 2021-05-14T17:47:49Z (GMT). No. of bitstreams: 1 ntu-104-R01749048-1.pdf: 1136623 bytes, checksum: bdd527ecf9909807120b4932c5c991d8 (MD5) Previous issue date: 2015 | en |
dc.description.tableofcontents | Chapter 1 Introduction .................................................................................................. 1
1.1 Motivations and Scope of the Research ............................................................... 1 1.2 Research Objective.............................................................................................. 4 1.3 Structure of the Thesis......................................................................................... 4 Chapter 2 Literature review........................................................................................... 5 2.1 CRM................................................................................................................... 5 2.1.1 Definitions.................................................................................................... 5 2.1.2 Classification of CRM .................................................................................. 8 2.1.3 CRM Adoption and Implementation ........................................................... 12 2.2 SaaS CRM ........................................................................................................ 18 2.2.1 Maturity Model........................................................................................... 19 2.2.2 SaaS Benefits and Risks ............................................................................. 23 2.3 Summary........................................................................................................... 24 Chapter 3 Research Approach and Case Description ................................................... 26 3.1 Case Study Research ......................................................................................... 26 3.2 Case Study ........................................................................................................ 27 3.2.1 Industry Background .................................................................................. 29 3.2.2 Firm Background and CRM Scope ............................................................. 31 3.2.3 CRM Implementation ................................................................................. 35 3.2.4 End-users Training ..................................................................................... 37 Chapter 4 Discussion .................................................................................................. 39 4.1 Effects of SaaS Level 4 over Traditional CRM Implementation......................... 39 4.2 SaaS Solution.................................................................................................... 44 4.3 Additional Finding ............................................................................................ 47 4.4 Summary........................................................................................................... 50 Chapter 5 Conclusion.................................................................................................. 53 References .................................................................................................................. 55 Annexes...................................................................................................................... 62 | |
dc.language.iso | en | |
dc.title | 個案研究 : “SaaS CRM 4 之導入” | zh_TW |
dc.title | The Adoption and Implementation of SaaS CRM: An Empirical Case Study | en |
dc.type | Thesis | |
dc.date.schoolyear | 103-1 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | (Chia-Wei Kuo),(Ling-Chieh Kung) | |
dc.subject.keyword | CRM,SaaS,客戶關係管理,軟件即服務,多租戶應用程序, | zh_TW |
dc.subject.keyword | CRM,SaaS,Customer Relationship Management,Software as a Service,Multi-tenant Application, | en |
dc.relation.page | 63 | |
dc.rights.note | 同意授權(全球公開) | |
dc.date.accepted | 2015-02-12 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 企業管理碩士專班 | zh_TW |
顯示於系所單位: | 管理學院企業管理專班(Global MBA) |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-104-1.pdf | 1.11 MB | Adobe PDF | 檢視/開啟 |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。