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With the change of market focus from product-orientation to customer-orientation, more and more companies realize the importance of customer relationship management (CRM). Internet and emerging information technology have further made CRM easier than before to implement. In the meantime, most stockbrokers start operating electronic transactions through the Internet. Electronic stockbrokers can change traditional business operation models from focusing exclusively on few significant customers to taking care of every individual valuable customer with the latest technology developed. The purpose of this thesis is to study the relevance between CRM strategic positions and associated CRM applications based on two cases: a nationwide e-stockbroker and a regional e-stockbroker. Their strategic positions toward the CRM trend are investigated by making use of the value compass proposed by Wayland and Cole. Their CRM applications are then measured by performance indices introduced by Körner et al. Several hypotheses are proposed under careful analysis on these two cases. It shows that e-brokers¡¦ strategic positions toward CRM have impact on their CRM applications. In details, different positions on customer portfolio management will result in different levels of communication contents, added value for the customer, customer profiling, and privacy policy. Positions on value proposition design will shape the value added by relevant information and customer profiling. Confidence levels, however, may be affected by factors other than strategic positions on the value compass. Finally, the implementation of CRM will also cause changes of business organization and business culture.

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

Drug-manufacture field can be broadly defined as one of biology industries, its strength or weakness is certainly close to people¡¦s daily lives. Even through the market size is slightly related to global markget in drug manufacturing, its development is closely related to domestically whole biology industry. Hence, the drug manufacture field in Taiwan was targeted in this thesis, and subjected to customer satisfactory as the reference for further upgrading and promoting. Besides, I have been inheriting my family company for servral years, so hope to understand the factors which affect on customer satisfactory where are beneficial for future operation through this research. The primary data were collected with questionnaires which were delivered to the customers of H Company. They are divided into 3 areas (northern, middle & southern of Taiwan), and five drugstores were chosen in each area. 150 copies were scheduled to be delivered, however, 251 effective copies were returned back (return rate is 87.75%). After independent T test, Chi-test and ANOVA, we conclude as followed, First, in the aspects of the results of factors among top 5 products, only both resident area and educational background can influence on comsumption of different products. Different products can be delivered based on different area to rise up the revenue amounts. Second, of aspects of product repurchasement, gender, resident area and educational background, the three factors will influence on times of product purchasement. Third, likewise, only both resident area and educational background can influence on different channels.Relatively speaking, most of customers are introduced by broadcasting in Middle-southern of Taiwan, and the percentages of poor-educated people are higher among them. Forth, of aspects of the affective factors of customer satisfactory, only resident area resulted in diversifications in customer satisfactory. To be further analyzed, north and middle customers do not differ, but the south of customer satisfactory is significantly higher than the former. Those cutomer satisfactories are independent among different products and channels after ANOVA analysis.

Thesis (Ph.D.)--University of Texas at Arlington, 2008.

No description available.

The purpose of this study was to design and implement a customer service model that will assist the Department of Home Affairs (DHA) to improve their levels of service delivery by providing world class customer services. A sample population of 51 managers or senior managers who are students at the University of Kwazulu Natal, Graduate School of Business were interviewed. The respondents were from different companies in both the private and public sectors. The results indicated that there is a strong correlation between client satisfaction and the quality of service provided by DHA. Data was gathered by means of interviews. This made it possible to address specific areas of interest for the study. The interview questions consisted of three areas of focus, namely demographical information, customer service-related issues and DHA service-related issues. The research questions were original as there were no pre-exiting interview questions that met the research criteria. The questions were based on a theoretical foundation. Interviews were conducted on a sample group of 51 respondents and consisted of open-ended questions in order that the respondents were able to fully express themselves when answering the questions. The non-probability sampling technique was used. SPSS was used to analyse the data. The study revealed that DHA has a serious problem with staff inefficiency and many members of staff lacked customer service skills that could help the Department to improve their service quality. The study also revealed that most of the clients had visited the DHA offices to apply for Identity Documents. It is was not clear if those were new documents or first applications, but the study can assume that since these people were adults, the possibility existed that most of them were applying for lost ID documents. The study highlighted the need to improve the levels of service by training staff members, but there is also a need to increase human capacity on counters especially in the sections dealing with ID collection, ID applications and Passports. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2009.

eThekwini Municipality, as one of the public sector organisation, also subscribes to the Batho Pele approach. In improving the service quality, it has provided greater accessibility by introducing the Sizakala Customer Care Centres throughout its boundaries. In the public sector the endeavour should always be for actions which lead to the improvement of the quality of service rendered. Public sector institutions should constantly strive towards improving their service delivery. The concept of the Sizakala Centres within eThekwini Municipality is to ensure that services are easily accessible to its customers. This study focuses on the customer expectations and evaluation of the Sizakala Customer Care Centres, using the SERVQUAL model. The Sizakala Customer Care programme is a special programme aimed at helping people gain equal access to municipal and government services. It forms an important part of the city's Integrated Development Plan (IDP), and shows the municipality‟s commitment to ensuring service delivery and a better quality of life for all its citizens. The research aims to investigate customer perceptions on service quality in the Sizakala Customer Services Centres of eThekwini Municipality. Questionnaires will be used as a data collection tool for this study, and will be self-administered. These will be administered to the community which get services from these centres and officials working for the municipality. The collected data will be statistically analysed to obtain meaning, using SPSS. The empirical data will be the responses from community members who visit the Sizakala Customer Service centres and people who are responsible for the functioning of these centres. The findings of this study showed that the tangibility dimension achieved the highest average score (3.78) in the perceptions section and the assurance dimension achieved the highest average score (4.38) in the expectations section. When comparing the customers „expectations of service quality in the Sizakala Customer Centre to customer perceptions of service quality, it was evident that that gaps occurred in all 5 of the service quality dimensions. It was found that Sizakala Customer Centre needed to improve most on their responsiveness dimension which had the highest (-0.73) average gap score, in order to enhance the quality of service that they provided. It was indicated from the results obtained in this study that the major recommendations for improvement were with regards to Sizakala Customer centres insisting on providing error free service and ensuring that the centres‟ service levels are kept at the same standard all the time. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2010.

The call centre is often the first human interaction a customer has with a company and many customers form their perception of a company based on their experience with that call centre. The call centre industry is growing rapidly and South Africa is fast becoming a desired destination for outsourced call centres. The main aim of this study was to determine the level to which people are satisfied with call centre service delivery in South Africa and the reasons causing customer dissatisfaction. A non probability sample of 106 consumers was drawn from the city of Durban with respondents being over the age of 21 years. The sample was composed of 61% females and 39% males. Of the sample, 55% were between the age group of 21-30 years, 25% were between the age group of 31-40 years, 12% between the age group of 41-50 years and 8% between the age group of 41-50 years. Data was collected using a self administered questionnaire as this proved to be most effective for this study. Respondents from all companies and parts of Durban were recruited as participant for the study. The SPSS software package was used to capture and analyse the data. Frequency bar graphs and cross tabulation frequency results were used to present the data. Statistical results showed that there was a positive association between service quality and customer satisfaction. Descriptive frequency analysis highlighted issues that are causing most dissatisfaction to people using the call centre. Results indicated that users of the call centres found customer service levels to be acceptable which was in contrast to international findings where results indicated that consumers were less than 30% happy with call centre service delivery. Results showed that consumers increasingly wish to communicate with companies using newer technologies, and value having access to multiple channels. It was found that web chat followed by SMS and email was a preferred medium of communicating with the call centre. The findings of the study indicated that long waiting times on the phone, calls being dropped, lack of accountability, irrelevant voice menus and repetition were the main reasons for their causes of customer dissatisfaction. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2009.

The study set to investigate customer care in the Mafikeng Post Office. This was achieved through the following. Highlighting any inadequacy of customer care process at Mafikeng Post Office, determining if the current customer care tools utilised are optimal or not, determining the extent at which such tools are utilised and determining where accountability lies for customer care within the organisation. The measuring instruments utilised was a questionnaire because of the descriptive nature of the study. The questionnaire was in a structured format. I 00 respondents participated in filling in the questionnaires. The findings indicated that most respondents are not satisfied with the service provided with only a few who are happy about certain elements of the questionnaire. The methodology adapted in this case was that of survey where a questionnaire was administered. The chapter which? further gave the statement of the problem and the objective of the study. In chapter two, the nature and scope of customer service was outlined from the literature consulted. The chapter defined terms like service, customer service and customer. The chapter also focused on the important things that customers loves and loathe, approaches to handling a customer especially an unhappy customer. The literature indicates that there is a need for good customer service. Customer service also requires that all the key players should get involved in. Chapter three presented research problems and posing some research questions. The questionnaire was the key instrument in the collection of data for the study. Chapter four presented the research design which incorporates the sampling design. The researchers recommends that staff need to be trained on the following: how to be friendly to customers and greet them with a smile. Greet them by name if possible as it will impress the customer to notice that staff members know them. To be polite and pleasant when talking to clients. To be trained on product knowledge as it improves competency and confidence of client in a person. Adequate training of staff is important as it ensures provision of quality service to the clients, thus reducing complaints. Even though the results of the study were not satisfactory, it is important for the management of the organisation to concentrate on those unhappy clients. / (MBA) North-West University, Mafikeng Campus, 2006