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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 郭瑞祥教授(Ruey-Shan, Guo) | |
| dc.contributor.author | Mei-Ching Wang | en |
| dc.contributor.author | 王美清 | zh_TW |
| dc.date.accessioned | 2021-06-08T07:34:35Z | - |
| dc.date.copyright | 2008-02-19 | |
| dc.date.issued | 2008 | |
| dc.date.submitted | 2008-02-13 | |
| dc.identifier.citation | 一、中文文獻
1.John G. Freeland、劉復苓、邱天欣譯，The Ultimate CRM Handbook (中譯名：CRM 關鍵32 堂課)，美國麥格羅. 希爾國際股份有限公司 台灣分公司，民國94年。 2.Jill Dyche、陳曉開譯，The CRM Handbook(中譯名： 客戶關係管理手冊)，台灣培生教育出版股份有限公司，民國94 年。 3.Robert S. Kaplan & David P. Norton，Strategy Maps(中譯名：策略地圖)，城邦文化事業股份有限公司，民國 95 年。 4.袁正綱，科學研究與論文報告撰寫，滄海書局，民國95年。 5.陳文華，運用資料倉儲技術於顧客關係管理，能力雜誌，民國89年，132-138 6.邱昭彰、楊順昌、林國偉，顧客關係管理與資料採礦- 顧客關係管理深度解析：執行以客戶為中心的企業轉型策略，遠擎管理顧問，民國90 年。 7.章志彬，淺談CRM—顧客關係管理概念，www.e21times.com，民國89年 8.陳朝智，客戶為中心的競爭模式：CRM 成e-Business 導引工具，電子時報，民國89年 9.王希寧，網際網路對B2C企業顧客關係管理的影響–以卷商及書店為例，碩士論文，民國 89年。 10.呂麗琴，證卷商網站採客戶關係管理的實證研究，碩士論文，民國 89 年。 11.李明璋，以服務為導向之客戶關係管理資訊系統物件導向式分析與設計方法，碩士論文，民國92年。 12.邱瑞銀，企業採用客戶關係管理處理機能與效益之探討，碩士論文，民國 92 年 13.林柏甫，客戶關係管理應用於顧客保留及顧客成長以電子業為例，碩士論文，民國 92 年 14.許淳瑜，電子化行銷管理資訊系統之架構與分析設計方法研究，碩士論文，民國94 年 15.閔庭祥，顧客關係管理系統之價值模型建構，博士論文，民國 90 年 16.詹逸通，企業應用資訊管理系統導入實施的期望與成效分析，碩士論文，民國 92 年 17.陳慧月，客戶關係管理應用之研究－以行動電話系統服務業為例，碩士論文，民國90年 18.劉曉慧，以質性研究探討客戶關係管理理論－以關貿公司為例，碩士論文，民國 90 年 19.盧坤利，台灣地區企業採用顧客關係管理系統之影響因素研究，碩士論文，民國89年 二、英文部份 1. Berry, L.L., “Relationship Marketing, Emerging Perspective on Service Marketing,” American Marketing Association, (1983), 25-28 2. Bitner, M. J., “Building Service Relationships：It’s All about Promises,” Journal of the Academy of Marketing Science, No.4, (1995), 246-251 3. Christy, R., Oliver, G., and Penn, J., “Relationship Marketing in Consumer Markets,” Journal of Marketing Management, Dec. (1996), 161-173 4. Conlon, G., “No Turning Back,” Sales & Marketing Management, Dec.(1999), 50-55 5. David, M., “How to Avoid the 10 Biggest Mistake in CRM,” Journal of Business Strategy, Nov. (1999), 22-26 6. Gordon, S.L., “CRM：aka, The Intelligent Enterprise?,” Intelligent Enterprise, (1999), 8-13 7. Gronoos, G., ”From Marketing Mix to Relationship Marketing：Towards a Paradigm Shift in Marketing, “Management Decision, No.32(2), (1994), 4-20 8. Kalakota, R., and Robinson, M., “e-Business：Roadmap for Success.”Addison-Wesley, (1999) 9. Kalakota, R., and Robinson, M., “M-Business：the Race to Mobility,” McGraw-Hill, (1999) 10. Kandell, J., “CRM, ERP, One-to-one Deceding Relationship Management Theroy and Technology,” Trusts & Estates, vol.139, no. 4, (2000), 49-53 11. Kotler, P., “Marketing Management：An Asian Perspective,” Prentice Hall, Singapore. (1999) 12. Mckim, B. and Hughes, A, “How to Measure CRM Success,” Target Marketing, 23(10), (2000), 138-149 13. Morgan, R. M. and Hunt, S.D., “The Commitment-Trust Theory of Relationship Marketing,” Journal of Marketing, 58 (July), (1994), 20-28 14. Peppers, D., and Rogers, M., ” The One to One Future：Building Relationships One Customer at a Time,” New York：Doubleday, (1993) 15. Peppers, D., Rogers, M., and Dorf, B., “Is your company ready for one- to-one Marketing?” Harvard Business Review, January-February, (1999), 151-160. 16. Philipson, G., “Just another Day at the Evolutionary Office,” Business Online, Nov., (1999), 27-28. 17. Rapp, S. and Coilins, TL., “The Great Marketing Turnaround,” Prentice-Hall, Englewood Cliffs, NJ., (1990) 18. Ratcliff, P., “Visual Modeling with Ration Rose 2000 and UML,” Addison Wesley, 2000 19. Shani, D., and Chalasani, S., “Exploiting Niches Using Relationship Marketing,” Journal of Consumer Marketing, No.9, summer, (1992), 33-42 20. Sheth, J.N., and Parvatiyar, A., “Relationship Marketing in Consumer Markets: Antecedents and Consequences,” Journal of the Academy of Marketing Science, No.23 (fall), (1995), 255-271 21. Sheth, JN., Sisodia, RS., and Sharma, A., “The antecedents and consequences of customer-centric marketing,” Journal of the Academy of Marketing Science, Vol. 28, No. 1, (2000), 55-66. 22. Stevenson, G., “Customer Economy Customer Internation,” Information Week (8:4), (2000), 78-84 23. Surprenant, C.F., and Solomon, M.R., “Predictasility and Personalization in the Service Encounter,” Journal of Marketing, vol. 51, no. 1, (1987), 86-96 24. Swift, R.S., “Accelerationg Customer Relationship：Using CRM and Relationship Technology,” 遠擎顧問公司, 2001. 23. Tiwana, A., “Essential Guide to Knowledge Management-The e-Business and CRM Application,” Upper Saddle River, NJ：Prentice-Hall, (2001) 24. Wayland, R. E., Cole, P. M.,”Customer Connections：New Strategies for Growth,” Harvard Business School Press, (1997) | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/26961 | - |
| dc.description.abstract | Customer oriented marketing concepts have changed enterprises and their competitive direction. The effective utilization of information science and technology to understand customer trends; the demand for an integrated systematic plan and the establishment of customer relationship management is becoming a critical element of sustained business development.
In today’s conservation-conscious environment managers have to face the demands of working with limited resources to achieve their goals. The challenge of applying relationship-marketing concepts to identifying the most appropriate customer, the ability to differentiate needs and apply the most suitable methods of customer interaction and the delivery of customized services are key issues when setting goals such as developing new customers, maintaining existing client bases and leveraging customer contribution. Customer Relationship Management (CRM) must be considered as a long-term development strategy involving the systematic and effective use of the management functions to continuously and seamlessly check and improve customer interaction by establishing personalized connections. CRM not only assists resource planning and the strategic direction of an organisation, but also promotes effective business operations and creates additional profit for an enterprise. This thesis focuses on a case study for W Corporation. There are three main objectives. • To discuss influencing factors and develop a CRM implementation strategy for the enterprise • To investigate and document the company's current activities for comparison with CRM strategies and theories • To analyze the operation effectiveness of implementing CRM strategies in W corporation. This research has the following conclusions： (1) An enterprise must consider internal and external factors and have the resource capabilities to provide solid customer service in order to build and maintain their competitive advantage using CRM strategies. (2) An organization can effectives apply relationship marketing concepts to achieving and maintaining healthy customer objectives and goals. (3) An enterprise can not only meet customer demands and leverage customer satisfaction but also promote operational effectiveness and create a competitive advantage by adjusting operational direction, sustaining and improving interaction. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T07:34:35Z (GMT). No. of bitstreams: 1 ntu-97-P94748034-1.pdf: 604528 bytes, checksum: 5ac2957c95aa71761d99a4413e2fdb16 (MD5) Previous issue date: 2008 | en |
| dc.description.tableofcontents | 誌 謝 II
中文摘要 III THESIS ABSTRACT IV 目 錄 VI 圖目錄 VIII 表目錄 IX 第一章 緒 論 10 第一節 研究背景與動機 10 第二節 研究目的 11 第三節 論文的架構 12 第二章 文 獻 探 討 14 第一節 行銷管理 14 第二節 客戶關係管理 19 第三節 客戶關係管理的功能 23 第三章 研 究 設 計 27 第一節 研究對象 27 第二節 研究方法 27 第三節 研究流程 27 第四節 研究架構 29 第四章 個 案 公 司 簡 介 33 第一節 產業介紹 33 第二節 個案公司介紹 37 第五章 個 案 公 司 研 究 40 第一節 顧客關係管理三個階段與關係行銷四個步驟 40 第二節 顧客關係管理的循環 50 第三節 客戶關係管理功能 58 第四節 小結 66 第六章 研究結論與建議 68 第一節 研究結論 68 第二節 管理建議 70 第三節 研究限制與未來方向 70 參考文獻 72 附錄 76 | |
| dc.language.iso | zh-TW | |
| dc.title | 整合運用客戶關係管理以提昇營運效能之研究 | zh_TW |
| dc.title | Integrate with Customer Relationship Management to Leverage Operation Effectiveness Study | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 96-1 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 蔣明晃,黃俊堯 | |
| dc.subject.keyword | 客戶關係管理,關係行銷,客戶分析,營運效能, | zh_TW |
| dc.subject.keyword | customer relationship management,relationship marketing,customer analysis,operation effectiveness, | en |
| dc.relation.page | 90 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2008-02-14 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 商學研究所 | zh_TW |
| 顯示於系所單位： | 商學研究所 | |
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