Abstract While many enterprises nowadays building their customer relationship management (CRM) actively, it is still indistinct how to bring the advanced IT into current system and convert it to a feasible solution. Especially, the application of CRM system in the manufacturing industry is in the preliminary stage. So far in Taiwan and Pan-Asia, the implemented CRM cases are laid particular stress on telecom and financial industry. Due to very few reference cases in the manufacturing industry, the development of CRM system is in a predicament. This research use the Qualitative Research method to study the cases in Taiwan manufacturing industry which have planned and implemented its CRM IT Architecture successfully. By contextualism theory, this research study enterprise¡¦s actual operations and questions within the factors of industry characteristics, enterprise demands, enterprise culture and organization changes. And then, based on Capability-based architecture (CBA), this research analyzed the enterprise CRM IT architecture. The CBA not only help to create tight-knit relationship between IT architecture and business capability, but also support enterprise to find out its required IT components by the mechanism of direction and support in the layered architecture. Additionally CBA facilitate enterprise to obtain the required IT components when business capability changed. This research found out several implications which provide the references for manufacturing industry and follow-up research.

Nowadays customers have more varieties of similar products from different companies around the world through the Internet. Internet brings customers power but loyalty than before. In order to maintain customers¡¦ loyalty, companies have learned to keep good relationship with customers, and IT is the best media for the task. Therefore, Customer Relationship Management (CRM) System is expected to help companies to manage their customer relationship. The research used multiple case studies method and chose United World Chinese Commercial Bank (UWCCB), Data Systems Company (DSC), and Adavantec Company to study how enterprise implements CRM system. The research results would illustrate why the enterprise needs CRM, what CRM is, how enterprise implements CRM, and what kinds of benefit they can get from CRM.

In contrast to the declining numbers of new-cars sold in Taiwan, the revenue of car repairing has grown year by year. However, many third-party (non- manufacturer -owned) garages still went bankrupt every month. Therefore, for keeping their profitability and sustainability, those third-party garages need to boost their competitiveness. The main purpose of this research is to find the methods of increasing third-party garage¡¦s competitiveness. This research uses simulative skills to study the selected object. The scope of this study contains the third-party garages¡¦ maintenance management system, cooperative models with suppliers, and customer relationship.

China has shown its economic potential since the market is open to the world two decades ago. Firms have to consider how to stand out in the fierce competition when this world factory. This research adapts qualitative approach to understand how Taiwanese companies perform customer relationship management in different industries. Besides, relationship marketing concept is incorporated into the research to better understand ¡§Chinese deal¡¨ in reality. In the findings, the research shows that for Business to Business approach companies, negotiation and long-term communications have positive influences in building trust among organizations. As in Business to Customer approach, firms have to rely on channel management and different marketing mix to strengthen the relationship. Moreover, the research has found that relationship marketing lies in all stages in maintaining good relationship in Chinese market. Therefore effective networking becomes one of the focuses for firms to maintain long-term and profitable customer relationship.

<p><em> “Just as the consumer is becoming more intelligent, the company in parallel should become more intelligent about the customer”</em> (Raisch, 2000, p.4)<em>.</em></p><p>Internet has become a huge marketplace and to stay competitive in this growing marketplace, companies must improve the way they interact with their customers (Rayport & Jaworski, 2005). As the amount of information online is rapidly growing, customers are becoming more intelligent. Intelligence that in turn makes them more powerful as they with high knowledge becomes high involvement purchasers, which is the opposite to what companies desire. Moreover customers are no longer satisfied with rewards like “bonus-points” or “take three pay for two” campaigns (Kalkota & Robinson 1999). Today’s customers want to be treated individual, they want to feel special, want to feel that the company really take care for them (Newell 2000).</p><p>The aim with this thesis is to explain how Interactive Agents (IA) as a concept can help companies to attract and retain customers. To do so, we first need to describe what that concept consists of.</p><p>IA:s can be described as “robots” chatting with the user/customer. They often take graphical form and works with a large knowledgebase that help them deliver the answer a user asks for. The agent is designed to serve customers 24/7 and can, to the opposite of a human, handle more than one case at time. The significant difference between a search-engine and an IA is the technology that allows users to use natural sentences to communicate with the agent instead of only using keywords. </p><p>Our findings, that take ground in a literature study followed by an interview with one of the big developers of AI in Sweden, indicates that IA:s could provide companies with an additional value over money savings, which is the main reason according to developers to invest in IA:s. As we can see, two different types of benefits, technical and commercial, can be generated by implementing an IA in an organization. Technical benefits are generated directly from the technology, i.e. make the access to information less complicated and increased knowledge about customers. Commercial benefits are generated as a result of applying this technology and if experienced to a satisfactory level by its target-group, it can generate some commercial benefits, such as goodwill and brand mediation.</p><p>We would like to conclude our findings to say that IA will be able to generate some value for the system-user and the end-user. However, we believe that to create a value of significance, there are still requirements (see conclusions) that need to be carried out, where the most important part would be interaction with other systems.</p><p> </p>

Techn. Univ. , Diss.--München, 2006.

Dell Inc. has a long and storied history that started in a dorm room and through many highs, and some lows, became a $60 billion international powerhouse. Now that the U.S. PC market is so saturated it becomes increasingly important to build long term customer relationships. While Dell transforms itself into an end-to-end solutions provider that will deliver hardware and state of the art services and software it needs to also create a new way to cultivate relationships on the consumer level. Some of these customer relationships have been somewhat damaged due to the extremely rapid growth of the company, its departments, and the amount of customers served. Corporations around the world have been using the same departmental model that has made it easy to manage a company but difficult for a customer to navigate it. This report will analyze the problem with the current departmental model and suggest an alternative that is cost effective and customer centric. / text

Research report presented to the Unisa School of Business Leadership / This research focused on the current model and practices of communication and relationship management between the ATIO Interactive Divsion Customer Service Managers and the customers of ATIO Interactive Division. The expected results of the research project will be to design a new, pro-active communication strategy between ATIO and its customers.

Univ., Diss.--St. Gallen, 2004.

Univ., Diss u.d.T.: Maulberger, Beatrix: Webseiten-Responsemanagement - Erfüllung von Kundenbedürfnissen und -anforderungen zum Erreichen von Wettbewerbsvorteilen--Regensburg, 2004.