| Summary: | 碩士 === 國立臺灣大學 === 商學研究所 === 89 === [Abstract]
The purpose of this study is to explore, by learning more about the characteristics of the value chain in biotechnology industry, how Customer Relationship Management(CRM) could be applied to strengthen the core competence advantage, to biotechnology contract research organization (CRO) in Taiwan in order to provide a helpful reference for future activities in management and investment.
In this study, five CROs, with respectively specialized biotechnology skills, were interviewed to find that they all think highly of CRM and have been making efforts to implement related hardware and software facilities. They also expressed their confidence in their own expertise technology and believed that the only way out was to have their expertise technology be accepted by the international community. They also believed that CRM could be utilized for their own CRO, via knowledge management and the internet, to provide quick response to customers, to create customer’s needs, and to keep customer confidentiality in order to effectively build up a core competence with a competitive advantage to succeed internationally.
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