Nowadays a company’s focus has shifted from a product-centric view to a more customer-centric view. Customers play a major role for doing business with companies. That leads to the purpose of this research, which is to identify critical factors of CRM implementation and to gain a deeper understanding of how companies deal with those critical factors. This was done with the help of a qualitative method, where six case companies were taken under the research. These six case companies are operating in different industries (1) laundry system industry, (2) printing industry and (3) heavy industry. In addition, the aim of this thesis was to find out how CRM implementation is influenced by critical factors in terms of CRM process and CRM system, interaction of sales force, information / communication flow and organizational structure / culture. The main points which influence the critical factors of CRM implementation were (1) customer-focused, (2) create trust, (3) sharing information and knowledge and (4) decision-making. To overcome these points at first companies need to be customer-focused their sales force need to be able to create trust with customers. Also it is important that companies have a well-implemented information / communication flow to optimise the decision-making process. Within the research more points for how an international organization can manage these critical factors are described. The collected data was analysed with the help of the theoretical framework. The conclusion could be drawn that, a well implemented CRM would help companies to build a better customer relationship and to be able to know as much about customers as possible.

All these years, safety is the most important element of military and civil aviation transports and ¡§Zero Mishap¡¨ is the goal for military and civil aviation industries trying to achieve. However, Taiwan military and civil aviation safety was not satisfactory in the past decade: Taiwan¡¦s civil aviation mishap rate is 3 to 4 times of world average rate and more than 70% mishaps are caused by so-called ¡§Human Factors¡¨, especially by ¡§Pilot Errors¡¨. Fatal accidents always come with Human Errors; therefore, Human Errors Reviews are very important for promoting aviation safety. The Crew Resource Management (CRM) is the non-technical method to eliminate Human Errors and promote aviation safety used by world¡¦s aviation industries. And it has been proven to be the best way for eliminating Human Errors and promoting Aviation Safety. People pay much attention to the concept of CRM because its close link with aviation safety. In this research, the concept of CRM used in civil aviation industry was applied on naval aviation. The key factors influencing the CRM were discovered by the expert questionnaire and verbal evaluations, and then the CRM Checklist was formatted. The CRM Checklist can be used in aviation operations and will be helpful for Human Error Elimination and Aviation Safety Promotion. This research is able to sort Pilot¡¦s CRM risk aspects and factors determined by Verbal Evaluation Aggregation Function. And it proves that Pilot¡¦s CRM risk factors Model is feasible and extensible. The top risk factors in all aspects of CRM surveys, determined by Verbal Evaluation Aggregation Function, are Abnormal/ Emergency Procedure Proficiency (Situation Awareness Aspect), Communication in Emergency Situation (Communication Skills Aspect), Decisive Action Taking in Necessary Condition (Team Work Aspect), Mission Assigning in Contingency (Mission Assigning Aspect), and Safe Operation Containing (Decision Making Aspect).

Because of the fierceness of business environment competition, there are a lot of scholars investing this field to carry on research one after another. It makes CRM become new developing studying apparently in the MIS field. But there is no scholar to review important issue in CRM. According this research we find the topics relative CRM can be divided into six constructs that are segment, finical, customer, customer knowledge management, operation and IT. Pass such a categorized way, not only help us understanding its intension, but also the relation of influencing each other. We find out that too much research focus on CSF, system introduction and IT. And this research proposes a measurement based on balanced scorecard. Through this way not only help us knowing what benefit that CRM brought for organization, but also improved the successful rate. Besides balanced scorecard, this research discussed the creation of customer knowledge and we find out the steps of customer knowledge creation can also divided into socialization, externalization, combination and internalization. However, most research focus on externalization, future research could do research on the others that would help organization more efficient grasping customer knowledge.

A Study of Customer Relationship Management for Telecommunication ¡iABSTRACT¡j Facing the free-market of telecommunication in Taiwan, there are three new comers of private telecommunication company with the previously existent public old big oneChung Hwa Telecommunication Company that all are engaging in this competition broadband fixed network and data, mobile telecom. market. Therefore, It has been the right direction for them to run the right way of business that they have to consolidate or to get the profitable important customers and to promote the sustaining competitive advantage. Up to now, lots of enterprise business management method still only focus on the process-oriented and product-oriented management, even though they had product function and process control optimized well done, but if the service or product what they have provided doesn¡¦t satisfy the customer¡¦s demand and cause to loss a lot of consumers or to increase churn rate, then it will gradually decrease their competition advantage and it also cannot achieve their business goal. Recently, all of successful enterprises lay emphases on customer oriented relationship management, so that they can understand sufficiently their customer wants and response their customer needs or questions quickly in order to create the customer values and to emphasize the customer satisfaction and loyalty, for that they can retain the valuable old customers and discover the new resource of customer to acquire the new customers and to accumulate the super occupy rate of customer, and then how to increase shortly the benefits of customer and improve their sustainable competitive advantage, after that it could promote enterprise productivity. In the first instant, my study makes inquiry into some reference documents of the general customer relationship management (CRM), to synthesize the scholar theories of CRM and some application solutions of industrial CRM system that I want to deem it as reference foundation in my study topics of thesis. I think it has to set up the enterprise requirement IT-Web level of e- business, especially I would emphasize that customer relationship is very intelligent management, something like an coexistent IT system integrated the back office with global logistics over enterprise resource planning (ERP) and the front office with unified multi-channel device contact (or call) center.IT also goes through data warehouse via data mining to form an intelligent data based management and to apply the optimized concept of the customer relationship technology to improve the mutual relationship with customers. And it has to create many different business analysis models and different versions of total solution to provide the reference of making decision for business strategy and fit in with the real demand for the customer and to promote the customer satisfaction¡B intimate service and advanced interaction relationship. Matching up my study topic of telecommunication service provided company, with their distinguishing business attributes and under the very competitive environment. I think it¡¦s right choice to set up an omni-bearing CRM for telecommunication service provided company. First of all, It has to focus on the customer center and make an omni-bearing thought mode to refresh your company vision, mission, strategy, planning, managing and executing via reengineering from customer relationship management and knowledge management, in order to offer a total series satisfied service from before selling, during selling and after selling. Going a step further, it has to keep on developing advance customer relationship management with employee relationship management and partner relationship management to make multilateral equilibrium benefits. It also has to set up an omni-bearing performance evaluation system by CRM-based to reform a new enterprise culture, in order to make the company growth in progress forever and create the lifetime value for the customers, employee, partners and investors. Finally, if we set up an omnibearing CRM for telecommunication company, it will become a value creator for customers, employee, partners and investors. I hope this study can meet the innovation of new business managerial mission and idealism promoted by Doctor Mao, the chairman of Chung-Hwa telecommunication company¡GThe central belief is as a value creator and business basis on marketing innovation and productivity, and re-engineering a sustainable competitive advantage of new enterprise culture for Chung-Hwa telecom. Company. it also can be the training reference for all employees who have to understand the important of CRM, and have to know that the customer is the king.. The study, ultimately, has planned to try, finishing a prototype for verifying the project mission possible and offering some partly questions to be continuously studied. And I hope the worldwide famous telecom. company¡Binformation integrated service provider and database management application provider can cooperate to accelerate developing a customer-central knowledge database management and also having the omni-bearing thought of business strategy to aquire SMARTEN tools of the various application analysis modes of intelligent CRM, then it can apply the relationship technology to create suitable integrated management system for the different field¡¦s demand of industry¡Bgovernment and education¡Aby their hand in hand to establish a multimedia global broadband information harmony society, then it can promte industrial advantage and new economy growth, and it can also apply this cooperation relationship technology to cherish that they combine with competing and cooperating by the same business and work together in alliance by the different business ,to expand overseas market, and to promote our international competitive advantage¡C

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This study explores the association between the Customer Relationship Orientation of a company, their Social Media Use through Social Customer Relationship Management Capabilities, with Customer Relationship Performance in order to determine if Social Media can be used as an effective Customer Relationship Management tool in a business-to-business context. In addition, the research will explain if the company’s expectations conform to the customer’s experience. Four digital managers within Swedish small and medium sized enterprises were interviewed and 34 of their corresponding customers took part in an online survey. The findings indicated due to companies limited Social Customer Relationship Management Capabilities the positive impact on Customer Relationship Performance was not achieved through Social Media Use. Furthermore the online surveys revealed that Social Media is not the most effective Customer Relationship Management tool, nevertheless a weak relationship was found and thus Social Media can be used in addition to the companies’ already established Customer Relationship Management activities. Future research will focus on increasing the sample size, revisiting the study in a few years, and why certain intermediaries were significant.

Η παρούσα εργασία παρουσιάζει βιβλιογραφικά την Διαχείριση Πελατειακών Σχέσεων (Customer Relationship Management) ως μια νέα μεθοδολογία που προσβλέπει στην επισήμανση και την προσέλκυση των καταναλωτών, μέσα από τη διαδικασία ανάπτυξης διαπροσωπικών σχέσεων (επιχείρηση – πελάτης). Η εργασία θα εξετάσει τις μεθόδους και τεχνικές διαχείρισης πελατειακών σχέσεων και θα επιδείξει χαρακτηριστικές λειτουργίες διαχείρισης πελατειακών σχέσεων υλοποιημένες σε ένα πραγματικό σύστημα CRM, σε αυτό της τράπεζας Αττικής. / This thesis examines the methods and techniques of Customer Relationship Management (CRM) and demonstrates characteristic operations of Customer Relationship Management materialized in a real CRM system, that of bank of Attica.

Vi har gjort en kvalitativ undersökning av hur en bank på den svenska marknaden upprätthåller kundrelationer via en Internetbaserad distributionskanal. Vi har utfört en intervju med Danske Banks Head of Channels Daniel Wahlström för att insamla primärdata för att undersöka och analysera vilka faktorer som är essentiella för att upprätthålla kundrelationer vid en fysisk distansering från kund. Analys av primärdata har skett utifrån utvalda relevanta teorier och perspektiv som behandlar kundrelationer, tjänstekvalitet, kundlojalitet, kundupplevt värde, e-lojalitet samt Customer Relationship Management. Resultatet av studien visar att banken har ett väl fungerande arbete med kundrelationer och sitt CRM-system utifrån de teorier som studien har baserat sig på. Alltjämt försöker banken anpassa sig efter distanseringen från det fysiska bankkontoret till en Internetbaserad kanal där tjänsten också har utvecklats jämsmed kund. Dock kvarstår en del emotionella utmaningar i arbetet med en personlig relation med kund i denna kanal. / We have made a qualitative study of how a bank in the Swedish banking market, maintain customer relationships through an Internet-based distribution channel. We conducted an interview with Danske Bank's Head of Channels Daniel Wahlström to collect primary data to examine and analyze the factors that are essential to maintain customer relationships in aphysical distancing from the customer. Analysis of primary data have been selected on the basis of relevant theories and perspectives that addresses customer relations, service quality, customer loyalty, customer perceived value,e-loyalty and customer relationship management. The results of this study show that the bank works successfully with customer relationships and its CRM system based on the theories in which the study is based on. Although the bankis still trying to adapt to the distancing from the physical branch office to an Internet-based channel in which the service has also developed along the customer. However, there remain some emotional challenges in a personal relationship with the customer in this channel.

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