The Study of implementing Customer Relationship Management and Enterprises ' Operating Performance - in the Case of one Automobile Dealership

Autor: Huang, Shih-Ping, 黃詩評
Rok vydání: 2012
Druh dokumentu: 學位論文 ; thesis
Popis: 100
Joint cross-strait developments are becoming increasingly frequent, and commercial trade between Taiwan and China has been more substantial. Since the Cross-Straits Economic Cooperation Framework Agreement (ECFA) was signed, the economic development of Taiwan and China has been deeply linked. Especially automobile industry to face a fierce competition for Taiwan’s company. Therefore the customer satisfaction with the use of marketing mixes a key factor. This study aims to explore the relationship between customer relationship management and enterprises’ operating performance. The subjects of the study are the current research treats the car dealer in Taiwan and utilizing the method purposive sampling for picking up the participants. The 24 centers were considered as the samples. The relationships between the research factors are discussed thoroughly. The study discussions the following issue: 1.The customer relationship management system major in date source from salesman and maintainer. The system function includes sale, fix and management. In addition, the systems connect with others in the Taiwan, which statistics and analyze in time. 2.The loyal customer and neutral customer are higher in customer value. Especially, the old car and middle car are highest. Because of they haven’t warranty and start to replace parts. In addition, The new car is middle in customer value. Because of they have warranty. Finish, The company strategy is give up to loss customer. 3.The proportion of loyal customers increase after Customer relationship management Implementation. 4.The proportion of existing customers buy new car does not increase after Customer relationship management Implementation.
Databáze: Networked Digital Library of Theses & Dissertations
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