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

Thesis (M.Phil.)--Hong Kong University of Science and Technology, 2006. / Includes bibliographical references (leaves 88-91). Also available in electronic version.

Durante la última década, los avances en las Tecnologías de la Información han tenido un enorme efecto sobre el entorno empresarial. La aparición de rápidas redes de comunicación, hardware extremadamente potente y software de gran versatilidad, todo ello conectado entre sí a escala mundial, ha permitido a las organizaciones desarrollar de forma más eficaz sus productos y servicios y comercializarlos en menos tiempo. Estos cambios han marcado la transición entre la era industrial y la era de la información, en la que todo está conectado y funciona de un modo más rápido y dinámico. En este contexto, la información y el conocimiento son elementos fundamentales para generar valor y riqueza. Se considera que la información es un recurso que se encuentra al mismo nivel que los recursos financieros, materiales y humanos, que hasta el momento habían constituido los ejes sobre los que había girado la gestión empresarial. Si la teoría económica tradicional mantenía el capital, la tierra y el trabajo como elementos primarios de estudio, la información se ha convertido, ahora, en el cuarto elemento a gestionar. De esta forma, los sistemas de información para la gestión de empresas se han convertido en un factor clave en el desarrollo empresarial, imprescindibles para lograr objetivos estratégicos de negocio. Estos sistemas se han visto obligados a evolucionar drásticamente en los últimos tiempos, y están en continuo proceso de mejora, debido a los incesantes cambios del entorno, cada vez más complejo y cambiante. Por ese motivo los principales fabricantes de sistemas de información para la gestión de empresas dedican gran parte de sus recursos a la investigación, desarrollo e innovación de dichos sistemas. En consecuencia, se considera importante estudiar cómo pueden evolucionar estos sistemas en un futuro cercano y cómo van a integrar los cambios tecnológicos que se están dando y se prevé que se van a dar en cuanto a las TIC�s. Esto puede afectar en gran medida, tanto a los f / Oltra Badenes, RF. (2012). Identificación de tendencias de los Sistemas Integrados de Gestión Empresarial. Análisis funcional y diseño de herramientas para el desarrollo de un ERP vertical adaptado al sector cerámico [Tesis doctoral]. Editorial Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/16003 / Palancia

Made available in DSpace on 2014-12-17T14:52:42Z (GMT). No. of bitstreams: 1 PatrickRA.pdf: 1597143 bytes, checksum: be7cb13888aef28762e6bca5f5f95882 (MD5) Previous issue date: 2008-12-05 / One of the best examples of the Information and Communication Technology (ICT) evolutions is on the high capability of storing and processing data into smaller devices, creating a new business condition, the mobility . This mobility in a deeper analysis proposes a business remodeling in many different areas (business segmentations), through the Internet anywhere at any time, allowing managers and researchers to think again their actual models that work nowadays in companies and public institutions, modifying the way internal and external clients can be attended. This thesis analyzes issues on mobile business adoption, technological evolutions and the impacts caused by this new reality the access to information anywhere at any time . This research is exploratory and shows a compilation of similar papers and thesis describing how was conducted the survey within 50 companies in the states of Rio Grande do Norte, Pernambuco and Cear?. The statistics analysis showed the different level of mobile technology usage from simple voice communications to wide band data transmission. The analysis pointed that canonic correlation was the most effective type of analysis to describe the relations among all groups of variables showing which of them are relevant, or not, for mobile technology adoption / Um dos principais exemplos da velocidade com que as mudan?as acontecem na Tecnologia da Informa??o e Comunica??o (TIC) est? na sua maior capacidade de processamento e armazenamento em dispositivos cada vez menores, criando uma nova condi??o para diversos neg?cios, a mobilidade. Esta mobilidade, que em uma an?lise mais aprofundada pode propor inclusive uma remodelagem de muitos neg?cios atrav?s do acesso ? internet em qualquer lugar e a qualquer tempo, permitir? ainda que gestores e pesquisadores repensem os modelos atuais de funcionamento de empresas e organiza??es al?m do atendimento a clientes internos e externos. Este trabalho avalia fatores que influenciam a ado??o de tecnologias m?veis, evolu??o tecnol?gica e o impacto provocado nas empresas por esta nova realidade a de acesso ? informa??o em qualquer lugar e a qualquer momento . O trabalho cita o que outros pesquisadores j? identificaram dentro do tema de tecnologias m?veis e como foi realizada esta pesquisa explorat?ria, que foi aplicada nas empresas atrav?s de question?rios do tipo survey em um universo de 50 empresas dos estados do Rio Grande do Norte, Pernambuco e Cear?. A an?lise dos resultados foi dividida em an?lise descritiva, an?lise de correspond?ncia, an?lise de agrupamento (por vari?veis e por caso) e an?lise de correla??o can?nica, sendo esta a que melhor permitiu identificar os diferentes n?veis de utiliza??o das tecnologias m?veis que v?o desde a utiliza??o para voz at? aplica??es que demandam grandes volumes de transmiss?o de dados e as caracter?sticas das empresas, empres?rios, e da utiliza??o da TIC que influenciam, ou n?o, na ado??o de tecnologias m?veis