A Study on the Correlation between Knowledge Management & Customer Relationship Management- The Case of Chunghwa Telecom Tainan Branch

• Main Authors: Hai-Yuan Wu, 吳海源
• Other Authors: Tse-Sheng Chen
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/54077496329878434291

碩士 === 國立成功大學 === 工學院工程管理專班 === 94 === Abstract The whole world is in a new era of knowledge-driven economy based on knowledge. However, knowledge and innovation will change the style of generating wealth in the future. A modern telecommunication industry must involve a large amount of knowledge. It is also an important and indispensable industry in promoting the knowledge economy. Therefore, a knowledge-based and the organizational operation with the transformation of products/services in the correct time is needed to meet the customer requirements, Meanwhile, the promotion of customer loyalty and customer valuable contribution are also discussed. This research mainly studies the correlation between knowledge management (KM) and customer relationship management (CRM). It has been investgated from a conceptual framework model to an empirical model by the case study, The idea of value chain was derived to the key success factor (KSF) of KM vs KM activities as well as products/services innovation. Empirical analyses for KM activities, products/services innovation to CRM are also presented. This research applied questionnaire investigation to the case of Chunghwa Telcom Tainan Branch, We received 180 effective questionnaires from 250 employees, After running the SPSS Software Package to analize some factors including degree, model, correlation and regression between the mentioned variables We obtained some important conclusions as follows, 1. The KSF of KM positive significantly influences the KM activities. 2. The KSF of KM positive significantly influences the products/services innovation. 3. The KM activities positive significantly influences the products/services innovation. 4. The KM activities positive significantly influences the CRM. 5. The products/services innovation positive significantly influences the CRM. Keywords：Knowledge management, Key success factor, products/services innovation, Customer relationship management