| Summary: | 碩士 === 銘傳大學 === 資訊管理學系碩士班 === 92 === The tide of global economy and Internet, those change model of consumptive behavior and also change business model, and then change the relationship between enterprise and customer. Therefore, enterprise must redefine relation and connection with customer.
This study explores the relationship among the Enterprise Information Flow, Net Ready and Customer Relationship Management based on Virtual Value Chain approach. We propose three dimensions to analyze Enterprise Information Flow, including “Gathering and Organizing”, “Selecting and Synthesizing” and “Distributing”. On the other hand, “Identify Customer” and “Differentiate Services” measure the Customer Relationship Management. We also take effects of “Net Ready” into account. This research is according literature to develop the questionnaire and distribute it in target. The results show that Enterprise Information Flow indeed benefits Customer Relationship Management. The Net Ready will generate the positive effects to the performances of the Customer Relationship Management.
The study supposes two conclusions as following:
1. The enterprise will have good performance of CRM by thinking their Enterprise Information Flow.
2. Enterprise Information Flow influenced by Net Ready that will promote performance of CRM effectively.
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