A study on the critical success factors of the customer relationship management:an example of Taiwan industrial gas business

• Main Author: 謝義旭
• Other Authors: 黃華山
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/06206771766884278158

碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 93 === How to increase the enterprise competitiveness in the competitive markets is important issue to enterprise of Taiwan gas industrial business. Through the customer relationship management (CRM) the business can consolidate the customers existing and acquiring the new ones and then acquaint themselves with the degrees of contributions of the profits of customers. It is one of critical factors for increase the enterprise competitiveness. Thus, this study aims at gas industrial business in Taiwan and try to probe the critical success factors of CRM enforcing through six dimensions as customers、external environment、internal environment、strategy、IT system and technical service center. In the first stage this study has found out the related measurement items from literature and then constructed the research structure according to the “open subject of question and answer” and “Delphi technique”. In the second stage the experienced experts invited proceed to a series of pair comparisons. It is expected that this study is able to help in making the strategy of CRM on setting action and establishment for Taiwan gas industrial enterprises managers.