Bakgrund: Intresset för studien och ämnesområdet väcktes genom en verklig händelse när vi tog kontakt med en optiker för en önskad synundersökning. Företaget, vilket för några år tillbaka implementerat ett CRM-system ansåg sig erbjuda stor kundfokus genom det införda systemet. Dock visade resultatet på motsatsen när vi vid ett flertal tillfällen försökte nå företaget utan framgång och även genom ett mindre trevligt bemötande när vi tog kontakt med företaget genom att besöka deras butik. Customer Relationship Management (CRM) har under det senaste årtiondet blivit ett allt mer omtalat och diskuterat ämne samt en allt mer populär och prioriterad investering för att förbättra sina kundrelationer och på så sätt öka sina inkomster och förbättra sina resultat. Dock visar tidigare forskning på en stor problematik angående implementeringsprocessen av systemet, att näst intill fyra av fem företag upplever ett stort missnöje och utebliva resultat. Syfte: Studien är inriktad mot att undersöka implementeringsprocessen av ett CRM- system i syfte att identifiera vilka delar i processen som är kritiska för att nå ett lyckat resultat. Vidare skall studien även ge svar på frågan om vilka faktorer som kan ses påverka utfallet och som därmed kan anses vara kritiska för att uppnå en lyckad implementering och ett lyckat resultat. Inom ramen för syftet kommer vi besvara följande frågor: Vilka aspekter i implementeringsprocessen kan ur ett teoretiskt samt empiriskt perspektiv beskrivas som kritiska? Om, och i så fall, på vilket sätt det föreligger likheter eller skillnader mellan de teoretiskt kritiska aspekterna och det empiriska resultatet? Om, och i så fall, hur kan gemensamma samband mellan aspekter och faktorer mellan i de i studien ingående företagens implementeringsprocesser urskiljas och beskrivas? Genomförande: Studien har en induktiv, hermeneutisk samt explorativ ansats där interna aspekter samt faktorer studeras inom ramen av små och medelstora svenska företag inom Linköpings kommun. Vidare har referensramen skapats genom litteraturstudier och empiriska data är erhållen genom kvalitativa intervjuer på fem olika företag. Resultat: Genom studiens resultat har vi, ur ett teoretiska samt ur ett empiriskt perspektiv, identifierat tre kritiska aspekter (människan, processen samt teknologin) samt tre kritiska faktorer (ledarskap, strategi och integration) inom implementeringsprocessen. Vidare har den empiriska undersökningen utöver dessa urskilt en ytterligare faktor, vilken är företagskulturen där tyngden ligger i medarbetarnas attityder, anpassning, samarbete samt viljan till förändring. Den mänskliga aspekten har även visat sig vara mycket kritisk, där den ur båda perspektiven beskrivs som avgörande för ett lyckat resultat. Studiens genomförande har även resulterat i iakttagelser av företagens olika definitioner och synen på användandet av systemet, alltså skiljer sig syftet vilket leder oss till ett utvärderingsdilemma när det gäller förväntade och lyckade resultat. Den varierande bilden av systemet gör en generell jämförelse missvisande och svårtolkad genom att företagen inte har klara syften med införandet och i många fall förväntar sig ett resultat vilket ej motsvarar deras egna insatser och arbete. Förväntar företagen sig ett visst resultat utan att tillföra de rätta resurserna kommer de säkerligen anse att resultatet inte blev det som förväntades och att införandet därmed blev ett misslyckande. Det handlar alltså om att företagen måste veta vad de vill uppnå och utforma ett klart syfte med sitt CRM-införande. Detta för att tillföra rätt resurser och uppnå ett lyckat resultat, vilket bör anses lyckat i jämförelse med ett realistiskt syfte samt i förhållande till de resurser som tillförts. Systemets komplexitet fordrar planering och insikt om en krävande implementeringsprocess. Den splittrade bilden av systemets användning samt syfte leder till en rad olika problem där den mänskliga aspekten spelar en avgörande roll. Dock kan en tydlig strategi som förmedlar syftet samt kraven på anpassning och förändring minska dessa mänskliga symptom och leda till ett lyckat resultat. / Tillägg på ämne/kurs: Även Magisteruppsats från internationella ekonomprogrammet

Since recent financial crisis triggered world economy recession, most of the corporations are facing financial downturn. To survive in the recession, some measurements are taken to increase revenue and reduce expense. Customer Relationship Management (CRM) is one of those measurements which are used by corporation managers to enhance business operations and retain old customers. In Lee¡¦s research, 70% corporations adopting CRM failed. Introducing a system into business operation is not the only key point; customer-centered corporation culture and structure are some other key points. Successful CRM operation coordinates CRM strategy, organization, process, tool and final evaluation to support services continuously. This study focuses on constructing an acceptable CRM model to minimize the investments of time, money and man power when adopting CRM, and reduce the possibility of failure. In this study, we follow Enterprise Architecture (EA) theory and use the Structure-Behavior Coalescence Architecture Description Language (SBC-ADL) as a tool to create the architecture-oriented CRM model (AOCRMM). SBC-ADL integrates the views of structure, behavior and others, so that it integrates organizational structures and organizational behaviors into a single model. Comparing to traditional CRM models which organizational structures and organizational behaviors are separated, the AOCRMM provides a more holistic way, than traditional CRM models, to describe how the CRM operates.

Abstract In this study, we will research for legal services company about the customer relationship management. We select three city¡¦s legal services company, including Beijing, Hong Kong and Taipei. The research variables are customer satisfaction, customer loyalty, brand, Guanxi and customr relationship management. In this study, we use qualitative analysis method and to interview the legal services partner to get first-hand data. About customer¡¦s satisfaction, customers care about the quality more than price. In most cases, the company doesn¡¦t use customer satisfaction surveys to understand customer needs. About customer¡¦s loyalty, new customers majority is recommended from the old customers. If the company fail the case, there are still 70% of customers are willing to continue to cooperation. About the Brand and Guanxi, different cities and different legal services are showing different data. About the customer relationship management, the legal services and customer interaction are dominated by academic exchanges and good customer management will enchance the satisfaction, loyalty and increasing revenue. Keywords: legal services, customer relationship management, customer satisfaction, customer loyalty, Brand, Guanxi.

The environment of the health care industry resulting in a considerable change in recent years by the NHI system uncertainty, rising health care costs, intra-industry competition, the rise of consumer awareness, as well as the patient's requirements to improve the quality of medical care and other factors impact. Therefore, health care providers have thinking business strategy in the future of medical institutions, and actively pursue a diversification of health services, extend the medical professional services related to health checks which is no constraints by NHI system, and at their own expense systemic health checks. Armed forces hospital is not only provide health check service to military personnel but also to provide the public at their own expense health check service. Many domestic and foreign literature shows that use of customer relationship management effectively can improve service quality. Therefore, how to use customer relationship management to enhance service quality of health check, to explore new customers (public) and retaining customers (military personnel), strengthen the competitiveness is an important issue facing the Armed forces hospitals. In this research, the content of health check service quality are four dimensions to form by the environmental facilities, the health check process, personnel services and health management;the overall customer satisfaction for a single item; the customer loyalty is primarily to repurchase intentions and recommended four questions of. The structure of this research was constructed by "health check service quality", "customer satisfaction", " customer loyalty" the three dimensions together with background information on the dimensions of the formation; and distinguish between "health check service in current" and " health check services in the use of customer relationship management to adjust or increase the service measures " in two part. Explore the relationship and differences between the various dimensions. This research took the example of an armed forces regional hospital. We use the convenient sample method to obtain questionnaires. The result of this research discovers that the demographic factors have no statistical difference with the health check service quality and the overall customer satisfaction; demographic factors of marital status and work patterns (military personnel) for partial questions of the customer loyalty have significant difference. There is moderate to high positive correlation between health check service quality and overall customer satisfaction. With the application of stepwise multiple regression analysis, health management in the health check service quality can efficiently predict overall satisfaction of the health check as a whole explanatory power and statistical-significance. Health check of the overall customer satisfaction and customer loyalty is positively related. "The overall satisfaction of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the overall satisfaction of health check service in current" and has the remarkable difference. "The customer loyalty of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the customer loyalty of health check service in current" and has the remarkable difference.

Because TTL (Taiwan Tobacco & Liquor Corporation) has monopolized the domestic market of tobacco and liquor for a long time, the operating attitude focuses mainly on distribution. How to adjust the management tactics and remold the staff with corporatizational concept becomes the critical point for making a transition. Therefore, through the probe of interior and exteriot CSI (Customer Satisfaction Index) in Kaohsiung Operation Center of TTL to investigate the CRM (Customer Relationship Management), we hope to propose suggestions based on the research results. Via promoting the CRM mechanism, the corporation can offer high quality product or service, so as to fulfill the enterprise mission and the government policy of profit-making, and moreover, the goal to realize the corporate social responsibility and achieve sustainable development. Through collecting and analyszing materials by means of literature study and questionnaire investigation, the research obtains the following conclusion: 1. With respect to Customer Satisfaction, the best rating falls on "operating achievements" and "geniality;" 2. In the aspect of Customer Management, "customer segmentation" and "targeted customer" receive the highest rating; 3. "Mutual reliance" and "public praise" earn the best rating in the aspect of customer service; 4. "Service" ranks the highest in providing customer value; 5. "Market share" wins the best score in promoting value added for customer; 6. Among new staff, satisfaction goes to "public praise" and the "complementary distribution system;" 7. Staff with less education is more satisfied with "customer relationship," "high value in C/P" and "returning and exchanging goods;" 8. What senior retailers concern is the "corporate image;" 9. The big retailers are relatively satisfied with CRM; 10. Consolidate the responsibility for regional operation and construct prospect of enterprise development; 11. Set up market competition order and protect the health rights and interests of those who are under the age of 18.

Citizen Relationship Management is introduced from enterprise¡¦s concept and strategy of Customer Relationship Management and applied from the technology of Information and Communication Technologies by government to give an impetus to build a good and interacting management relationship between the government and citizens. ¡§Electronic Mailbox¡¨ is the fastest and the most immediate communication channel between government and citizens. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via mailbox, and can expect to receive prompt responses and results. On the other hand, through citizen¡¦s participation, government is able to compile public opinions and transform them into knowledge resources of policy and strategy decision-making. Periodical surveys of satisfaction rate will be very helpful and effective in terms of mailbox mechanism review, service quality improvement, and government image preservation. The primary objective of this research is to: (1) Realize the satisfaction rate of city mayor¡¦s mailbox response mechanism. (2) Realize citizens¡¦ suggestions and expectations toward city mayor¡¦s mailbox process procedure. (3) Build a database for city mayor¡¦s mailbox. (4) Plan on the prototype of future city mayor¡¦s mailbox. (5) Conclude from the analysis and findings of satisfaction rate, and provide a specific and practicable proposal for policy decision-making. Exceptional achievements: To complete the re-structure of city mayor¡¦s mailbox procedure before scheduled time and include surveys of satisfaction rate into the mechanism. To generate, send, and collect questionnaires for individual closed cases. Research findings: After the reforms of city mayor¡¦s mailbox, there are still many aspects, such as policy, management, implementation, and system, which require further discussion and improvement. In the short term: (1) To continuously review system function and expend service areas. (2) To integrate traditional appeals and opinions in order to resolve gaps in digital knowledge. (3) to enhance the concept and consensus of offering better services to the public. (4) To improve qualities and effects by monitoring by each level of government agencies. (5) To increase public involvement via media broadcast. (6) To regularly publish and examine the effects of process and the analysis of public satisfaction. In the medium term: (1) To integrate Computer Telephony Integration technology and set up a customer service center. (2) To combine traditional, wired, wireless technologies and expend the service areas. Future outlook: (1) To share the reform experiences of Kaohsiung City and assist all levels of government agencies to popularize mailbox mechanism¡F(2) To aggressively promote mailbox to foreign countries to internationalize this mechanism.

Economical evaluation for the improvement strategy of drinking water quality by advanced water treatment in Greter Kaohsiung District

Because most of Taiwan semiconductor industry are (OEM; Original Equipment Manufacturer) and the major customers have two type: One is IDM which has own IC design, fab manufacturing, IC assembly and IC test, for example IBM,Inter¡Ketc.And the other is IC design houses which only have IC design, and let fab manufacturing, IC assembly and IC test outsourcing, for example Media Tek, Etron...etc. In order to force on core technology, the company¡¦s strategy is outsourcing and the outsourcing capacity will release to subcontractors. How to increase new package development performance is the major points to make sure subcontractors can get outsourcing capacity and it also can let company transfer from OEM to ODM. New package development is the basic procedure and the core technology in the semiconductor industry. Due to the product become high risk, shorter life cycle time and faster technology innovation, it causes the company will be more competitive in the world. In order to keep growth, it¡¦s very important to make sure the success of new package development. That¡¦s reason why more and more company involve customers knowledge in the new package development to reduce uncertainty, shear financial risk and provide the key decision. Believe in the customer knowledge management, customer characteristic and market information are all affect the new product development performance.

Based on previous study, Reinartz, Krafft & Hoyer (2004) argued two outcomes. One is that CRM process measure outlines three key stages: initiation, maintenance, and termination; the other one is that the implementation of CRM process has a moderately positive association with both perceptual and objective company performance. This research uses statistical way to exam the three stages of Customer Relationship Management along with human resources management, coordination between various departments in enterprise, the computer technology three factors, carries out the customer relationship management compared with various steel and iron enterprises to tell the degree that management level value and invest, whether affects the enterprise economic performance. During this research induces the customer relationship management flow and the steel and iron industry relations is: (I) The customer relationship initiation, the customer relationship maintenance stage and the computer technology has the frontage influence to the enterprise achievements. (II) The customer relationship termination stage and the human resources management have partial influence to the enterprise achievements. (III)The coordination between departments in enterprise and enterprise achievements, the influence is not certainly obvious.

In the face of internationalization and globalization, companies are adopting flexible and temporary hiring methods in dispatching to save their long-term costs and eventually increase their competitive strength. The method of dispatching has become a major trend in the field of human resource. This research exerts the methodology of case study and focuses on the companies which have adopted dispatching methods in their company or the agencies offering dispatching services. By in-depth interviews, we can understand the practices during dispatching process as well as supplier and customer relationship management. We will also identify the benefits for both parties when they fortify the exchange relationship. The following are our findings: 1.User enterprises can manage the relationship with suppliers and try to retain valuable ones, deepening the value and fortifying the effectiveness between both parties during dispatching process. 2.Dispatched agencies can consolidate the customer relationship by providing customized services and diversified products to user enterprises through customer relationship management. 3.In dispatching process, supplier and customer relationship management plays an important role in reinforcing the relationship between buyers and sellers and also strengthening the exchange relationship.