Exploring Sustainable Business Model in Social Enterprises from Customer Relationship Management Perspective

• Main Authors: Chiao-Hsin Chen, 陳巧馨
• Other Authors: Han-Yuh Liu
• Format: Others
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/10244391306503737490

碩士 === 國立東華大學 === 企業管理學系 === 101 === Social enterprise is defined as a not-profit oriented business to operate independently. Not the mission to make profit for shareholders, it meets social needs, resolve social problems, and create opportunities for vulnerable individuals or groups. However, it’s more difficult to manage a social enterprise than a profit-oriented business for insufficient domain knowledge and rules in Taiwan. Applying customer relationship management (CRM) can target business stakeholders and meet their needs for building life-long loyalty. On the other hand, companies should take shared values as their business discipline to create social value for economical returns, and fulfill their corporate social responsibility (CSR). Employing CRM and shared value on business management are in achieving sustainability. This paper categorized four types of social enterprises. And then with shared value, it applied the principles of CRM and the company-wide integrity of the business model to study four best practices from the different types to explore the context of a sustainable business model. The study suggests that a social enterprise should construct a customer-centric and integration based business model on Internet, emphasize social proposition with vision, enhance infrastructure management by key resources and inter-organizational collaboration, and has a transparent financial planning. But first of all, a social enterprise should apply CRM to segment and identify its stakeholders and then delivery the business value to them.