The processing functions and system benefits of customer relationship management systems in the local companies.

• Main Authors: Chiu, Jui-Yin, 邱瑞銀
• Other Authors: Dr.Chen-Chung Hwuang
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/23729653897157020220

碩士 === 淡江大學 === 國際貿易學系碩士在職專班 === 91 === Along with the liberalization, internationalization in industrial environment and contest against the global competitors, “Customers Relationships Management (CRM)” has become the kernel of business conduction’s anxiety. Therefore, the firms know that they must to rely on CRM if they want to provide the services of customization. Through the CRM, the business can consolidate the customers in being, acquire the new ones and acquaint themselves with the degrees of contributions of customers’ profits. Hence, this study try to provide a research architecture, which including related CRM mechanisms and benefits, and utilize such a architecture to design a questionnaire to investigate the opinions of CIO of the top 300 enterprises, and 140 responded. By data analysis, we discover that: 1. The statistic of domestic firms implement the CRM systems, approximately 81% respondent have undertaken to implement or have implemented the CRM related systems; and the extent of identification for extreme necessity plus necessity are 91%. 2. Probably 72.8% respondent take the lead in the systems’ mechanism correlated. 3.The top 3 factors are “Implement the customers database”、”Customers database supply ”、”Furnish the comprehensive services of customers support” among 18 factors which handle the implementations of mechanisms for the CRM systems, the last 3 ones are “Cross selling”, “One-to-one marketing”, “Roadmap of Human relationships”. 4. There are some noticeable discrepancies in the CRM mechanisms implementation in different industries. (such as manufacturing, financing and the others) 5. There are also remarkable differences in implementation quantities between the firms have implemented the CRM systems and the firms have not. 6. The most respondents gain profits who have implemented the CRM systems agree that the implementations of CRM systems are good for these 3 benefits: “Increasing new customers”, “Customers retention”, “Level up the customers’ degrees”. 7. It dose not exist outstanding divergences between the e-CRM system in the Internet and customers relationships benefits.