The Impacts of IT System & Employee’s Execution On Customer Relationship Management

• Main Authors: Sen-Pin Lee, 李森斌
• Other Authors: 方世榮
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/40857551199418066326

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 96 === As the increasing of customer amount and the diversification of customer demand, an integrative customer service system becomes an important segment for enterprise moving up competitiveness. For enterprises, customer service system is the only way to understand customers’ need and demand; through the convenience of internet, customer service system can resolve customer’s require efficiently, and assist enterprises to build up a well interaction with customers. Customer Service system is the best way to reach the goal of “attracting customer, retaining customer, and breeding customer.” These are what the “CRM” ’s. means (CRM, Customers Relationship Management). This survey is to research the key influence of IT system and the role of employee’s execution when enterprise execute “CRM”. For a good conclusion, this research takes an example of one famous steak-house chain in Taiwan to probe into.