A Study of Customer Relationship Management in the Motorcycle Industry ─ Based on Knowledge Management
| Autor: | Wen-Hsiung Lin, 林文雄 |
|---|---|
| Rok vydání: | 2004 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 92 With the development of the economy, customers’ opinions are gradually highlighted more than the past. The intense competition among industries shows that a good Customer Relationship Management (CRM) actually decides whether or not a company is a competitive one. This research adopts exploratory methodology that emphasizes the discoveries we obtained from the interviews with customer-related information system builders, the information system users, and the customers. With the use of the interview results, we cut into the discussion of how motorcycle manufacturing system uses informational technology to introduce the manufacturers CRM from four angles: the motorcycle manufacturers, the motorcycle traders, companies that develop the information system, and also the customers. Thus, We shall be able to not only assist both the manufacturers and the traders to improve the quality of customer services and raise the product value, but also make the whole motorcycle industry a more competitive one. The research result shows that as different independent companies introduce CRM to the motorcycle industry, we must set the Knowledge Management (KM) as the basis when developing the system and policies of CRM, confirm what is covered in customer services. We should upgrade customer services from a coarse service to an all-around informational one’s which focuses on the co-operation of the manufacturers and the traders. Besides, we should change the single functioned customer system to a manufacturer-and-trader-incorporated one, and incorporate the process and the management of manufacturing and trading by using Enterprise Informational Portal (EIP) to realize the goals of rapid and effective benefit feedback and interaction with customers. We should aim at reaching a conformable strategic goal and planning a corporative information system when introducing CRM to the industry. Eventually, we will be able to strengthen the industry and create higher administrative effects. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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