顧客關係管理(CRM)是結合人、流程和科技，並且追求瞭解顧客需求、提供商業策略和建立與顧客之間的長期關係。成功的利用整合科技，需要適合的商業流程和組織文化來適當地定位人本行為上的元素。因為顧客關係管理並不是簡單的技術解決方案，成功的顧客關係管理運作主要與人們的介入有關。為了建立對於在顧客關係管理中以人為本的流程中清楚剖析內容和角色，本研究分析顧客關係管理流程和倚賴人本的文獻，並且構成有關於在顧客關係管理中以人為本的流程假說需要。它強調高階主管和營運職員對於制定重要決策和與顧客進行立即性溝通的責任，進而帶領與顧客之間的關係管理。 典型的在顧客關係管理中以人為本的流程是很難已被建置或無法以單獨地成為技術解決方案，這些活動包含規劃顧客策略、設計顧客關係管理流程、處理顧客問題、瞭解顧客需求、處理立即溝通和問題、以及整合顧客回應。影響在顧客關係管理中以人為本的流程的因素會和顧客特性、資訊內容、員工能力和組織環境有關。本研究建立的假說是探討在顧客關係管理中以人為本的流程會被以下因素影響的相關性：(1)顧客情感需求、在交易過程中的顧客涉入度和顧客需求的變化；(2)內隱顧客資訊的需求；(3)員工經驗和知識；(4)組織文化。 為了建立在顧客關係管理中以人為本流程的清楚瞭解，本研究依據文獻發現建 構假說和經由深度個案研究來驗證他們。目標是檢驗顧客特性、資訊內容、員工能力和組織環境對於在顧客關係管理中以人為本流程的相關性。 / Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elements. Because it is not simply a technology solution, success in CRM business revolves largely around people. In order to build a clearer understanding of the content and role of the people-driven processes of CRM, this study analyzes the literature on CRM processes and people dependencies and forms propositions about the need for people-driven processes in CRM. It emphasizes the responsibility of executives and operational staff in making critical decisions and using intimate communications to conduct relationship management with their customers. Typical people-driven processes in CRM are those that are difficult to implement or that cannot be carried out using technology solutions alone, including such activities as planning customer strategy, designing CRM processes, coping with customer problems, understanding customer needs, handling intimate communications, and integrating customer responses. Factors that affect the dependency of people-driven processes in CRM are related to customer characteristics, the content of information, employee capabilities, and the organizational environment. Propositions formed in this study are that the dependency on people-driven processes in CRM is affected by (1) customer emotional needs, customer involvement in transaction processing, and the dynamics of the customer needs; (2) the need for tacit customer information; (3) employee experience and knowledge; and (4) the organizational culture. To build a clear understanding of the people-driven processes of CRM, this research constructed propositions based on literature findings and verified them through an in-depth case study. The objective is to explain the effects of customer characteristics, the content of information, employee capabilities, and the organizational environment on the dependence of people-driven processes in CRM.

設計思考是強調以人為本的創新，透過同理心之觀察、研究，全盤發想整體的創新對策來解決最根本的議題，並以原型製作輔助闡述，創造出新組合和跨領域解決方案，最終達到策略商業設計的目的(Strategic business design)。 現在，純粹以製造為導向、科技為導向的能力與觀念已不足以因應台灣當前所處之市場競爭環境，設計思考闡述回歸人性、回歸關懷顧客的根本需求，「以人為本」，援引社會學家、人類學家的田野調查方法，及開放的動腦會議，提供創新思考模式開發產品、服務甚至是流程或組織變革。 本研究以創新的擴散為研究架構，結合台灣企業實務導入之經驗，與相關領域專家訪談，希望能對台灣企業面臨之挑戰提供建議。 / What is “Design Thinking”? Design thinking is the human-centered innovation that focuses on the issues of observation, accurate definition and early test. Through these processes with empathy base, we are able to come up with a total innovation strategy which solves the fundamental problems. With the help of prototyping, design thinking creates a whole new interdisciplinary innovation achieving the ambition of strategic business design. This system which includes manufacture- oriented abilities and tech-oriented concepts is inadequate for the fierce competition what we live in. Design thinking makes us return to human nature by methodologies of sociology and anthropology. In addition, open brainstorming provides an innovative way for new product development, new service or even organization reforms. This research bases on the “Diffusion of Innovations” written by Everett M. Rogers, and the experiences gained from practical execution of industry and experts, hoping it would give some advice on dealing with nowadays challenges.