| Summary: | 碩士 === 國立中央大學 === 企業管理學系碩士在職專班 === 97 === Due to the economy liberalization and globalization, multiple nationals’ business activities are going to be very frequently. There are more and more local industries to provide customers their services and products to those major marketing in the worldwide countries from Taiwan. In the international and more competitive environment, the international express companies in order to promote the performance, benefit, broaden market share and strength their competition, they have to redefine the position of role of customers. But how to build up the long term and the strategy partnership with customers, to be the community, to get the individual needs, to achieve each goal of the largest profitability, and then create the win-win situation. Now it is an extreme topic for the international express companies.
Hence, the international express companies have to build up good and mutual cooperation relationship with customer. To understand the needs and value of customer is the priority issue. Nevertheless, the enterprises are not only to dedicate on customer value but mostly is to focus on revenue generation when they are making decisions of investment and management. In view of this, customer contribution is the core value to enterprise. Therefore, identify the customer who can bring largest benefit to enterprise and provide them the tailor made services are the priority. Identify and delete those customers who can not bring enterprise the benefit that are the goals of customer relationship and one-to-one marketing. This can not be explained by customer value oriented strategy.
On the other hand, there are good customer and bad customer the two kinds of client segmentation. Can you define the difference of each other? How to maintain good customer or make it better? How to increase the number of good clients? Can you improve the bad clients? Is it worthwhile to do that? And every enterprise priority selection criterion is also different. So that research is investigating the criteria of customer selection for the international express companies and understanding its priority. The analysis and research will be based on above criteria.
In the research, the customer selection criteria are generated based on the reference and comments from the technical literature and the interview with expertises who work in worldwide international express companies. It includes five main factors: “Loyalty, Delivery, Payment, Cost, Information Technology” and 17 sub-factors under the main key factors. Through the collection of questionnaires and the analysis of AHP, the priority of each criterion will be turned out. The analysis result of this research can provide the reference of customer selection to the international express companies. Meanwhile, it also can do the analysis of long term relation customer for internal resource allocation and further business preparation.
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