| Summary: | 碩士 === 中華大學 === 科技管理研究所 === 90 === In today’s ever-changing global business environment, customers dominate marketplace. The more dominant, the lesser loyalty of customers. Under these cutthroat marketplace, it is important for business to build good customer relationships.
The purpose of this study is to develop a model, it must support all directions services, reflect customers needs quickly, promote customers satisfaction and loyalty, create and elevate the values of customers.
This is a case study. First, we build an excellent Customer Relationship Management model , the Customer Relationship Management model consists of 5 components：reshape business culture, customer value management, marketing service management, customer service management, apply new information and high-tech.
Following the Customer Relationship Management model, we conduct a structural questionnaire for 400 Chunghwa Telecom employees to fill in. In addition, two sample t-test for independent sample, one-way ANOVA, Scheffe’s posterior comparison, Pearson product moment correlation are used to analyze the data.
The findings are those business should rely on knowledge management to keep up-date, it can be meet customer’s needs and satisfactions. One of the most components is reshaping business culture. It depicts significant positive correlation between the excellent Customer Relationship Management model and employee’s perceptions.
The conclusion is that the excellent Customer Relationship Management model is effective for business.
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