Researches concerning analyzing the performance of the employing customer relationship management of franchise service industry by balanced scorecard

• Main Authors: Chen-Shiuan Chang, 張宸瑄
• Other Authors: Wen-Chin Chen
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/w829p7

碩士 === 中華大學 === 科技管理研究所 === 92 === The franchise now has become the hottest business model of the world. The franchise business model（“Franchise”）makes risk management, cost-down, and competitiveness intensification more easier. The loyalties of customers fade out with the progress of the IT industry. So the customer relationship management （“CRM”）shows the way for enterprises to survive in the fierce competitiveness. The research studies the performance of Franchise after their employing the CRM. It will find out what the CRM brings to Franchise performance by balanced scorecard（“BSC”）. It will conduct a poll of the health leisure franchise and analyze the data of the poll by statistic software. The research anticipates the conclusion of the study will testify the employment of CRM to provide faster and satisfying service.