| Summary: | 碩士 === 元智大學 === 管理碩士在職專班 === 100 === Taiwan has won the name of Global Information Technology’s Kingdom after experience more than three decades striving in the ICT (Information and Communication Technology) Industry. However, most of the companies are cost oriented and compete fiercely with each others because of the OEM (Original Equipment Manufacturer) and ODM (Original Design Manufacturer) business model. Furthermore, the Mainland China and Southeast Asia Countries have joined the battle recently with benefits of relative low costs makes the Taiwan ICT Industry’s profit margins decline year by year. All of these situations make the Taiwan ICT Industry came to defense their little profits-- only 3 to 4 percent of. In contrast, most of the IPC (Industrial Personal Computer) companies, a branch group of the ICT industry who also design and produce PC systems, still keep higher profits than other ICT companies’ even face with the competition of big PC company alliance and the financial crises of American subprime mortgage and European sovereign-debt. Obviously, the IPC companies must have their different and unique enterprise management strategies.
Most of the past literatures about the IPC industry have took the perspectives on the R&;D, the manufacture and enterprise management, little of them has studied about how the IPC companies manage their customer relationship to improve company business performance.
In this study, case study methodology is used to explore how the IPC company take the customer relationship to development customer aware value-added services, and to study the influence of A company’s business performance on the services.
It is found that A company has earned its customer’s trust and relied on from providing customer aware value-added services (i.e. vertical integrations, laboratory services, expert knowledge and interactions) to improve customer’s satisfactions. Furthermore, the influence of the improved customer awareness on the A company’s business performance (i.e. repeated purchases, continued projects and price acceptances.) is positive.
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