To cope with the current increase in both competition and customer requirements, traditional construction enterprises need more efficient methods to manage their relationships with customers. From the recession of Taiwan in recent years¡Atraditional construction industry needing to transform and escalate is no longer a empty verbiage. The construction industry has huge market potential undiscovered. Analyzing the information returned from customers and products, business can provide active and accurate services to the right customers through the right ways at the right time and raise the customers satisfaction. As the importance of CRM pertaining to management of relationships with customers has been recognized, meanwhile, with regard to implementation of the extensive software which involves investment of massive human resources, capital, and time, many critical decisions still need to be concerned. This research aims at extracting relevant factors affecting the adoption process and proposes a convincing framework verified by an empirical case study. Induction is used in the research. The first hand data are gathered through interviewing and circulating the questionnaire. After summing up this information and other relative articles and analyzing them with descriptive statistics, the result is derived and the conclusions are made according to the objective and frame of the study. The conclusions of this research are¡G (1)CRM is very important to the management. (2)Home Renovation should carry out the standard procedure of service to create customer value and to gain competitive advantage. (3) Home Renovation should emphasize on the collecting of the information of customers and looking for the best niche that can generate more profit on house repairing. (4) Customers expect to have professional Home Renovation team to run this market and offer high quality service. (5) The employees on first line play a very important role on building the relationship with the customers. (6) Home Renovation should follow the plan step by step to phase in the CRM. It only works when you really fulfill the plan and correct it timely. Some advice is offered in this research report, such as recommending that the government should build a safety system on all buildings and should make emphasis on the concept of house repairing and diagnosing. Home Renovation should know for sure what benefits that CRM will bring. Basically we can apply this research report to the real practice. When facing virtual problems in business operation, we can turn them in to management problems and then transform them into the themes for research and find out the solutions through scientific ways. Keywords: Customer Relationship Management¡BCustomized Service¡B Customer value¡BCustomer need¡BCustomer satisfaction

Abstract The market environment of Mobile Phone Industry has had rapid change in the past decade. It is almost same important to gain the loyalty of existing customers as to gain the new customers in the current competitive environment. For many companies in this industry, Customer Relationship Management has been become a significant issue in their strategies. This research is based on the concept of Customer Relationship Management. The purposes of this research are to probe the performance of Customer Retention Programs and the churn reason in mobile phone industry. The research datum were collected from TAT Corp.(TransAsia Telecommunications) including Customer Retention Programs as ¡§Second Honeymoon Program¡¨, ¡§New Second Honeymoon Program¡¨ and ¡§Talking Reward Program¡¨ and a survey from the customers who had been deactivated in February and March of the year 2002. The analysis of the retention programs show significantly relevant on AGE, GENDER, CUSTOMER LEVELS, TENURE, and RATE PLAN factors. The inspection results of survey datum in the churn reasons are explained individually. The suggestions are made after discussing the policies and strategies of TAT Corp.

Insurance is an essential concept that has long been recognized by human beings. The insurance market in Taiwan has also been developing since the revolution. Even though the economy is under recession at the turn of the twenty-first century, insurance industry in Taiwan keeps growing steadily. It indicates that more and more people are concerned about the insurance issues. Since the insurance industry is in the service sector, it is realized that insurance companies cannot gain lifetime value of customers and operate continuously without taking care of good customer relations. In addition, under the varying information technology environment, customer relationship management (CRM) has to be adjusted accordingly in order to enhance customer relations by faster and more complete services. This research studies how insurance companies should react to the emerging web technology environments by adapting their CRM to e-CRM and M-CRM. It is also desired to analyze the resulting competitive advantages of insurance companies by using five forces model and SWOT analysis. A leading case in the insurance industry is investigated as a preliminary study. The results show that the leading company is able and willing to invest in information technology to support CRM entirely. It, therefore, provides a good chance for this company to keep the edge over others under electronic and mobile environments. The advantages of implementing e-CRM and M-CRM include the enhancement of service quality, facilitation of operation efficiency, and all-inclusive provision of customer services. Although the company still suffers from some weakness and threats, its positive attitude to cope with those challenges keeps the damage minimal. We conclude this study by proposing that for insurance companies, employing appropriate e-CRM and M-CRM can improve competitive advantages and thus gain customer profitability. Keyword: e-Business, M-Business, Customer Relationship Management, Competitive advantages, Five Forces Model, SWOT Analysis

Abstract These years, due to the speedy growing up economic in Taiwan, the amount of all kinds of tall buildings increase rapidly; in the meantime, the water and electricity installation of building is getting important day by day, because it is the predominant element which the construction of building¡¦s function condition depends on. How to create good relationship with customers and earn the trust from customers and satisfy the demands of customers by the good interacting between company and clients, turns into a big issue to the water and electricity installation industry. Increasing customer value, raising the customer satisfaction, making customer have loyalty to the company can be keys to be success. Therefore, customer relationship management (CRM) becomes the way, which the water and electricity installation industry should focus on in the future. This research is based on three sounder water and electricity installation industries in Kaohsiung and it is composed by analyzing of case company¡¦s environment, target and characteristics, and then observes the case company¡¦s activities in CRM. According to the result of case interview, this research comes to the following conclusions: 1. Management characteristic of industry environment is the main element to introduce water and electricity installation industry to CRM. 2. If this industry wants to put CRM into practice, most important of all is the one firm¡¦s target customers group. 3. In the way of gaining customer, the credit of water and electricity installation industry becomes the evaluative standard to customer. 4. CRM helps water and electricity installation industry increasing their ability of controlling customer¡¦s activity. 5. Different ways of promoting sales make related activities different. 6. In the way of customer service, water and electricity installation industry can consider developing united customer service by CRM. 7. Related staff must participate in introduction of CRM, managing customer knowledge by sharing inside knowledge makes CRM well control customer¡¦s demand in establishment. At the end, this research provides two suggestions for water and electricity installation industry: First, ensure the target and purpose of management before introducing CRM. Second, introducing CRM cooperate with adjustment of internal working process. KEY WORDS¡GCustomer Relationship Management , Water and electricity installation industry, Customer value, Customer demand, Customer satisfaction.

Abstract To probe deeply into the Customer Relationship Management strategy and operation flow of life Insurance. - ex. Nan Shan life Insurance Co, LTD. Due to the well development of information technology (IT) during the recent years, the clearance of the contents and knowledge as well as the price offered of life insurance caused the dramatic competition in this industry. The commodity of life insurance is only an intangible contract , it has to be relied on the operation combining with company image, reputation and the trust from customers for long term. Also they are the promise and responsibility to their clients. The marketing of life insurance is different from the other industries , it is an intangible deal. Owing to the variation of the whole environment comes the drastic competition, life insurance is the buyer¡¦s market oriented instead of seller¡¦s . It says the cost to create a new account is about 6 times or even 5 less or 10 more to maintain an old customer. Therefore, this industry has to pay more attention on the current accounts on hand and try to attract new clients to be owned gradually. To look for a break through as the task of the greatest urgency at present is to make good use of Customer Concept, which is to take good care of the CRM, to enhance customers¡¦ loyalty and satisfaction as to keep our clients and wish them also to introduce new accounts for us. Therefore, CRM is the most important part of life insurance. Previousely most of the customers¡¦ data base is incomplete. Now it is the e century, we can take the advantage by using the IT service to do a good CRM one to one deeply as to cope with the competition. To look into the 21th century, now the form of customer group is varied, the market is also different, they reform the market direction of life insurance industry as well¡Xfrom the commodity oriented to the customer base. Besides, the insurants now expect the value of commodity and service much more than before and also very sensitive to them. They would like the custom made offer, voluntarily to participate in the offer, they no longer accept the offer passively. Consequentially, we have to make the design-in service and one-to-one commodity as our new marketing strategy. Following is the planning on CRM case study¡XHow to cite the 4 big steps of Pepper & Roger¡¦s Model and 5W to probe the execution of tactic and operation flow, meanwhile, to learn and to execute the 4 conceptions of Customer Process Cycle Model to achieve the company strategy target of this CRM case. The findings through this research are : 1. Nan Shan Life Insurance Co, LTD. especially stress the function and operation of Call Center and result in the significant achievements. It is the most important area and elite of CRM. 2. By the CRM system integration and collecting the customers¡¦ information from time to time, the system can understand the customer¡¦s value and update it. Moreover, with the concept and technique of CRM Data warehouse and Data mining, it can record and analysize the customer¡¦s behavior mode then look for the target market as to correct the strategy of service and marketing in time(to carry out the project marketing) 3. In regards to the customer segment, according to the items of those information that Nan Shan Life Insurance Co, LTD. searching and collecting, it is not easy to make out the customer value-based and only can segment the customers by Need-based. Moreover, it is uneasy to find out the value of effective segment customer for company, but, it can rely on customer¡¦s demand to look for suitable service and commodity to your customers. 4. As human is the main motive for interaction between insurance and customer, sales rep. is acting a key role in this business. The CRM system of Nan Shan Life Insurance Co, LTD. requests the rep. to have the deal done by using the e-tooling and IT. They are pretty successful in the efficiency. 5. The skeleton of IT in CRM is very intact, which provides extensive channels for data surfing. Do pay the attention on insurant¡¦s servicing articles and convenience, direct contact with customers and do the best to find the chance to contact your customers. There are so many ways to communicate effectively with the customers by science and technology, no space-time limitation on communication: ¡]1¡^ www.nanshanlife.com.tw ¡]2¡^ E-mail ¡]3¡^ Telephone (Call center) ¡]4¡^ Cellular phone news flash ¡]5¡^ Sales representatives ¡]6¡^ Mail or DM 6. The construction of e-tooling in Nan Shan life Insurance Co, LTD. is perfect. It is also excellent on providing the design-in commodity and servicing. There have been 10 marketing projects presented within one year, they are all P/S after the analysis from customer segment. However, the training for the outside field sales reps. has to be re-inforced because there were too many projects presented within a short period of time, they can not comprehend completely duly and fail to become CI and CK then it will change the customers¡¦ purchasing habit. 7. The customer¡¦s information will not be complete collected in case the rep. is not practicable in the operation of CRM. The following proposals are brought up after the research: ¡]1¡^ To share the company current situation and various information with the insurant via e-mail or internet, such as the operation of investment. To deem your customers as the stock shareholders or partners, you will get the trust from your accounts. On the other hand, they will also be proud that they are the insurant of Nanshan. Life Insurance. ¡]2¡^ Recommend to use ES From 2002, the reps. prefer to deal with the investment insurance policy. If the education system can combine with the ES to do the financial planning, you will be a financial specialist soon. ¡]3¡^ Rep. is the interface to communicate with customers, while, there is always no good performance on those activities for projected commodity with the less bonus. It can link up with the campaign of balance score card to evaluate the performance and give the pressure on rep. to achieve the execution efficiency and target of CRM. ¡]4¡^ Nan Shan Life Insurance Co, LTD. does not only have a very good performance on the 4 steps of CRM flow but also can be pattern for those companies in the same business who would like to achieve company target by the way of CRM. It can be even perfect if they can consider their own company culture, background and market demand then modify a bit to be their own.

The characteristic of wildlife trading industry is taking the living animal as its product. Therefore, the wildlife trading process must abide by the internationals and local government laws to fit the trend of global natural convention. In addition, because of the complicated wildlife trading process, including the application of CITES permit, the import and export permits, air transportation, quarantine and customs, wildlife trading industry needs to have long-term partnership, suppliers, dealers, and brokers to make the trading process proceed smoothly and lower the trading cost. By the development of the legal wildlife trade, the animal welfare and ecological balance can be improved. In addition, ¡§Relationship Marketing¡¨ has been one of the most popular marketing tendencies since the early 90s. As times are changed, however, the non-interaction's marketing pattern has gradually declined, and so has the ¡§Relationship Marketing¡¨. Customer service has been emphasized to understand the customers¡¦ demand to develop and maintain long-lasting relationships with customers, and consequently better marketing patterns for business have developed. In the meantime, with the development of information technology, the relationship marketing has provided more opportunities on the internet. This research will analyze the case of ¡¨ Wildlife Asia¡¨. A domestic established international wildlife trading company, whose goal is to try to understand what its relationship marketing strategy is, and discover how it can compete successfully in the global wildlife trading market, and how it can use related strategies to carry on customer relationship management, including: Relationship Marketing strategies, Customer Relationship Management, and Internet Relationship Marketing. This research discovered: 1. This case use relationship marketing strategy to do wildlife trading business, 2. Wildlife trading industry is suitable for relationship marketing strategy. Consequently there are suggestions for this case: 1.There will be more advantage for this case to use relationship marketing strategy continuously, 2. The case can improve its CRM strategy to develop in this industry, 3. The case can use Internet relationship marketing to increase its marketing strategy.

In today¡¦s ever-changing, competitive business environment, professional managers are challenged with the aims of attracting target markets, establishing relationships, increasing competitiveness, and achieving objectives. The business must continually add value, create a long-term competitive advantage, and satisfy customer needs in order to maintain a position of leadership in the market. In opening Merck Sharp Dohme at a time when medical organizations are undergoing such global change, one must consider the relationship between the aim of the organization and the clients¡¦ needs. In 2007, the ¡§Key Customer Unit¡¨ was established, a new marketing approach (New Strategic Selling) was adopted, and the competitiveness of the organization was enhanced, a new method of managing the client base was created, which assisted the company in reaching its global objectives. This research paper used explorative research methods adopting qualitative and quantitative means of analysis, as well as on the spot investigation into internal operations of the ¡§Key Customer Unit¡¨ of the Taiwanese branch of an American pharmaceutical factory. Through the implementation of KAM and CRM, research was conducted into the operation of the ¡§Key Customer Unit¡¨. Discussions were carried out into my degree of satisfaction with the achievement of company objectives. Discussions also touched upon my satisfaction with current policies, the operation of the ¡§Key Customer Unit¡¨, the results and cohesiveness of the ¡§Key Customer Unit¡¨, staff qualities, on the job competence as well as limitations. Conclusions of the thesis are listed below: 1. Solving on-the-spot problems for the ¡§Key Customer Unit¡¨ as well as providing a platform for long-term cooperation. 2. The importance of the operation and cohesiveness of the ¡§Key Customer Unit¡¨, creating a plan for clients, and servicing clients. 3. Members dealing with the ¡§Key Customer Unit¡¨ demonstrated experience, confidence, logic, and the ability to execute, delegate, and communicate effectively. 4. The ability to coordinate was the skill most valued by clients and staff. 5. Key reasons behind success of the ¡§Key Customer Unit¡¨ was, choosing the right staff, systematic thought, professional management on the part of the client manager, coordination of resources, marketing activities, coordinating the duration of the client plan, as well as complete dedication to the task at hand. 5 key points developed from the conclusion: 1.The execution of MERCK¡¦s 5 Ring policy aims at building motivation for the ¡§Key Customer Unit¡¨ 2.Finding the right person to carry out the right steps is the cornerstone of success behind the ¡§Key Customer Unit¡¨. 3.The driving force behind the success of managing the ¡§Key Customer Unit¡¨ is the Client Manager. 4.Opportune spending and proper use of resources is the most impressive result when managing the ¡§Key Customer Unit¡¨. 5.The key point to adding value to your ¡§Key Customer Unit¡¨ is separation of customer teams to increase internal competitiveness.

Automation Industrial were developed in Taiwan more than 20 years, from particular Home Factory, Mechanical Machine, Precision Mechanical Machine develop¡K since single machine to communication integration, the software and hardware innovation created different application and used in different industrial, there are more and more unobvious boundary between business model and marketing situation, the new comer get more high entry level into automation marketing. A company is one of the Global Manufacture Enterprises, their main business are focus on Automation and Power Industrial, they are top five worldwide marketing position, according to worldwide bad economical situation, the large system projects are decadency, but the middle and small projects are growth, from feeder factory point of view: how to create middle and small marketing share to improve product quality and create service value for customer, satisfy customer niche continuative; it needs create a strong partnership strategy, therefore A company start push automation control system partnership policy. A case study of Taiwan A company automation control system partnership create and long term development setup policy. How to create new profit between partner and A company? How to achieve win-win collaboration? How to use A company¡¦s product to improve partner and client relationship? It makes win-win-win collaboration. Base on Resource-Based Theory (RBT) structure, dynamically weave resource and understand the new business model on Customer Relationship Management (CRM) to satisfy with both partner and client. With this to know how to enhance sufficient satisfied. To be the guideline of company operation¡Btraining and after service content.

<p>Mobil teknologi integreras idag i allt högre grad med centrala stödsystem. Studien har undersökt vilka möjligheter som finns för fältservicetekniker att arbeta direkt i stödsystem, Service Management System (SMS), m.h.a. nya tekniker. Hur kan en bra mobil arbetsplats utformas? En enkätundersökning har utförts där 14 personer som arbetar som fältservicetekniker eller som servicechefer har deltagit. Studien visar att det är möjligt att integrera fältserviceteknikerns arbetsplats med SMS m.h.a. tekniker som mobilt Internet och handdatorer, och på ett sätt som medför att lösningen får en bred acceptans. Det finns lämpliga lösningar som bör inkluderas i arbetsplatsen. Exempel är uppdrags-/ärendehantering och reservdelshantering. Det finns dock områden som måste beaktas vid utformandet av arbetsplatsen. Fältservicetekniker utrycker oro för att antalet kontakter med medarbetare kan komma att minska och en känsla av att vara övervakad om GPS-positionering utnyttjas. Helhetsintrycket är dock att dessa fältservicetekniker är mycket positiva till denna nya typ av mobila arbetsplats</p>

<p><strong>Abstract</strong></p><p>Swedish universities have always received greater attention from international students thanks to their well-quality and tuition-free programs. However, due to the introduction of tuition fee for non-EU/EEA students from fall 2011, it is predictable that by raising the threat of losing a rather large portion of international students, Swedish universities may experience a critical period over the early years after this change. This is occurring in an environment in which universities attempt to leverage their tangible and intangible resources for maintaining their competitive niche in the worldwide market. Besides, many universities have moved towards establishing student-centric strategies as a means to achieve a high level of students’ satisfaction and long-lasting relationships. The issue has become so substantial in the recent years that, as Pausits (2007) has also suggested, universities need to transform into “relation-based organizations”.</p><p>To solve this possible problem and in order to help Swedish universities to pass this critical situation safely, this study has conducted a qualitative research on the basis of analysis of the empirical data gathered from a series of semi-structured phone and personal interviews with five Swedish universities that have the most number of international students (Lund, Uppsala, Linköping, Jönköping and Blekinge Universities) with the intense support of previous literature and the theoretical body of the study under investigation which has lead to the creation of a knowledge-based CRM model.</p><p>The main aim of this conceptual CRM model is to systematically organize the operations of building, managing and retaining relationships between Swedish universities and international students. This model has been formed by combination of two theories of CRM, as a business strategy which has been proved to be one the most efficient customer-oriented business approaches within the past decades, and Knowledge Management (KM) as the pivot for effective operation of the proposed CRM framework by providing a constant learning environment.</p>