請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/96479完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 曹承礎 | zh_TW |
| dc.contributor.advisor | Sengcho T. Chou | en |
| dc.contributor.author | 武宗錫 | zh_TW |
| dc.contributor.author | Tsung-Hsi Michael Wu | en |
| dc.date.accessioned | 2025-02-19T16:09:25Z | - |
| dc.date.available | 2025-02-20 | - |
| dc.date.copyright | 2025-02-19 | - |
| dc.date.issued | 2025 | - |
| dc.date.submitted | 2025-01-22 | - |
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/96479 | - |
| dc.description.abstract | This research was inspired by ViewSonic’s corporate transformation from hardware to a solution company. ViewSonic entered the Education Technology (EdTech) market in 2018 as a digital whiteboard solution provider and they are the global leader in the Interactive Display market. In this research, using a qualitative single-case study method to discover the motor of transformation and in the course, what were the challenges, strategies, and tools applied. To have a thorough understanding of this transformation, unstructured in-depth interviews with 7 employees in ViewSonic from Customer Success and Regional Frontline teams, online articles, literature review, and materials from ViewSonic website were collated and analyzed to support this study.
Delivering customer outcomes via the product and service is the general definition of Customer Success. For Customer Success (CS) team to react successfully during this process of transformation with disruptive solution offered to schools and corporations, having little data at the beginning to project the success for the end-users of the future, framework becomes important for the CS team as a strategy to navigate the path moving forward. The CS team not only chose the well-known Technology Adoption Lifecycle , but also applied different tools from the CS toolbox in different stages of the life cycle. In addition, the CS team focused on USA and Taiwan markets initially and expanded their effort to other regions for the purpose of building a whole solution to become a leading provider in Education Technology. | zh_TW |
| dc.description.abstract | This research was inspired by ViewSonic’s corporate transformation from hardware to a solution company. ViewSonic entered the Education Technology (EdTech) market in 2018 as a digital whiteboard solution provider and they are the global leader in the Interactive Display market. In this research, using a qualitative single-case study method to discover the motor of transformation and in the course, what were the challenges, strategies, and tools applied. To have a thorough understanding of this transformation, unstructured in-depth interviews with 7 employees in ViewSonic from Customer Success and Regional Frontline teams, online articles, literature review, and materials from ViewSonic website were collated and analyzed to support this study.
Delivering customer outcomes via the product and service is the general definition of Customer Success. For Customer Success (CS) team to react successfully during this process of transformation with disruptive solution offered to schools and corporations, having little data at the beginning to project the success for the end-users of the future, framework becomes important for the CS team as a strategy to navigate the path moving forward. The CS team not only chose the well-known Technology Adoption Lifecycle , but also applied different tools from the CS toolbox in different stages of the life cycle. In addition, the CS team focused on USA and Taiwan markets initially and expanded their effort to other regions for the purpose of building a whole solution to become a leading provider in Education Technology. | en |
| dc.description.provenance | Submitted by admin ntu (admin@lib.ntu.edu.tw) on 2025-02-19T16:09:25Z No. of bitstreams: 0 | en |
| dc.description.provenance | Made available in DSpace on 2025-02-19T16:09:25Z (GMT). No. of bitstreams: 0 | en |
| dc.description.tableofcontents | Title Page
Acknowledgement ii Abstract iii List of Figures vi List of Tables vii Chapter 1 Introduction 1 Purpose of Study and Research Questions 3 Scope and Limitations of Study 4 Chapter 2 Literature Review 6 Corporate Transformation 6 Digital Transformation 7 Customer Centricity 11 Customer Success 15 Technology Adoption Lifecycle 20 Synthesis 24 Chapter 3 Methodology 26 Research Approach 26 Research Design 27 Data Collection Method 28 Sample Selection 29 Research Instrument 30 Validity of Research Instrument 30 Reliability of Research Instrument 31 Chapter 4 Presentation and Discussion of Data 32 Brief Company Background 33 Strategy of Transformation to a Solution Company 35 Business Model 38 Beginning of the Customer Success Team 39 Stage 1: Discover Challenges, Strategies, and Tools in USA, Taiwan, and India 42 Stage 2: CS Expansion to Other Countries via Training Certification 66 Stage 3: Towards a Whole Solution 70 Insights and Lesson Learnt 72 Chapter 5 Summary, Conclusion, and Recommendation 75 Summary 75 Conclusion 83 Recommendation 85 References 86 Appendix A Interview Guide 97 Appendix B Interview Transcription 99 | - |
| dc.language.iso | en | - |
| dc.title | 客戶成功團隊之策略方案：以ViewSonic智慧互動電子白板解決方案為例 | zh_TW |
| dc.title | Strategic Plan for Customer Success Team: A Case Study of ViewSonic in Digital Whiteboard Solutions | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 113-1 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.oralexamcommittee | 杜志挺;陳建錦 | zh_TW |
| dc.contributor.oralexamcommittee | Timon Du;Chien Chin Chen | en |
| dc.subject.keyword | Customer Success,Customer-Centric,Corporate Transformation,Digital Transformation,Technology Adoption Lifecycle,EdTech,Toolbox, | zh_TW |
| dc.subject.keyword | Customer Success,Customer-Centric,Corporate Transformation,Digital Transformation,Technology Adoption Lifecycle,EdTech,Toolbox, | en |
| dc.relation.page | 117 | - |
| dc.identifier.doi | 10.6342/NTU202500215 | - |
| dc.rights.note | 同意授權(限校園內公開) | - |
| dc.date.accepted | 2025-01-23 | - |
| dc.contributor.author-college | 管理學院 | - |
| dc.contributor.author-dept | 企業管理碩士專班 | - |
| dc.date.embargo-lift | 2030-01-21 | - |
| 顯示於系所單位： | 管理學院企業管理專班(Global MBA) | |
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