A Study on Customer Relationship Management of Cosmetics

• Main Authors: Tsai Chia-Jung, 蔡佳容
• Other Authors: Chow Wayne S.
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/55653382086923787530

碩士 === 國立臺北大學 === 企業管理學系 === 91 === Today, it’s a 「Customer Economy」 time in 21 century. Because of information explosion and consumer consciousness growth, it only exist in completive environments through building the tight relationship with customers. Hence, customer relationship management has brought out. As national income moves up , the age of making up declines and the use frequency increases, the cosmetic growth space will be large in the future. The purpose of the research is to introduce the concept of the CRM for the enter prices. By strengthening the customer satisfaction, it can deepen the customer loyalty and customer retention. By way of effective control customer, it can help develop enterprise profit. Through the analysis of the theories and practical applications, it develop the conclusions. At the beginning, the research discussed about the CRM related theories and built the base of CRM system. Then we studied the real world CRM solutions and consolidated the most key items for this system. Finally, both of these two parts are combined into the integrated CRM system and then been validated by the case study CRM can help enterprises understand customers’ need, search proper customers, offer integrated services, obtain transaction information, adjust marketing strategies, improve customer satisfaction, and so on. On the other words, the operation method of CRM is that an enterprise uses information technologies to support management processes basis of customers’ advantages improvement. All business should adopt the CRM framework by company character and demand, then they can hold adopt the CRM framework by company character and demand, then they can customer satisfaction and increase the profit.