The Impact of Customer Relationships and Technology Innovation to Operation Performance - A Case of Chunghwa Telecom

• Main Authors: Jinn-Ming Hsieh, 謝進明
• Other Authors: Kun-Huang Huarng
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/10999572449002491255

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 95 === After the opening free market and mutual inspiration of nimble strategy utilization of the various entrepreneurs in telecommunication industry, customers have more choices about the telecommunication entrepreneurs. After losing the protective umbrella of government, the original entrepreneur is afraid of falling in the telecommunication market share, and then entirely adjusts itself to innovation of “taking the guest as reveres”, rather than the traditional thought of “serving for the people.” Besides, its managers are gradually getting deeper experience and comprehension to value demand of customers, and getting thoroughly tracing and control on it. Practically, recalling an outflow customer has to consume at least five to ten times the resource costs of consolidating an old customer. Hence, this thesis takes a telecommunication company as a case to discuss how it can survive in the intense competition environment and further to expand the market share. It should establish a satisfactory organization system of customer service at first, and then follow the innovation of technology and service as well as the customer relationship management, to effectively maintain the original customers, then to act as a leader in telecommunication market.