| Summary: | 碩士 === 元智大學 === 企業管理學系 === 94 === Shereden’s 80-20-30 principle has discovered that among many enterprises, the preceding 20% of their customers create 80% of income while the latter 30% of customers cause 50% of enterprises’ loss, indicating that enterprises must maintain and create the 20% valuable customers, and terminate the latter 30% valueless customers. This research takes wealth-managing banks as explanation, not all customers benefit bank itself, and bring profits and advantages to the banks. If banks maintain these valueless customers, they will only increase their burdens, distract their attention, and then reduce profits and income. Therefore, supervisors must understand that to develop the customer relationship does not mean to always obtain, improve, and then maintain all customers without choosing. They have to begin to pick out valueless customers in the second phase of customers relationship management, and further terminate relationship with them.
This research has discovered that in Taiwan at present, almost all researches of customer-relationship management emphasize the reservation of customer relationship, and lack researches and studies on the part of the relationship termination phase. However, there have been more and more scholars pointing out the importance of the termination of relationship. Therefore, we understand that the establishment and maintenance of a relationship will face the possibility of its termination. Hence, we should attribute importance to this part more in academy and practice.
This research will make deep research on the part of relationship termination,establish a theory structure to apply in wealth managing banks, and propose opinions different from others. Supervisors not only have to know how to establish relationship, but also have to know how to terminate relationship. This research provides supervisors different reflection for them to find out the best operating and managing mode.
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