Electronic customer relationship management (e-CRM) emerges from the Internet and web technology to facilitate the CRM implementation. It focuses on internet- or web-based interaction between companies and their customers. Especially, e-CRM enables service sectors to provide appropriate services and products to satisfy the customers so as to retain customer royalty and enhance customer profitability. This research is to explore the key research issues of e-CRM performance influence. A research model is proposed based on the widely applied technology- organization-environment (TOE) framework. Survey data from the questionnaire are collected to empirically assess our research model. With the structural equation modeling (SEM) analysis, the results show that e-CRM technology and organizational support are positively related to the e-CRM performance, while environmental pressure, though a drive to e-CRM adoption, does not impact the performance. More interestingly, it is observed that organizational support has a greater impact than e-CRM technology adoption. It is always a good principle to care customers¡¦ relationship more from human nature perspectives than from technology-oriented considerations. Also, in the aspect of organizational support, skilled and knowledgeable e-CRM personnel are the most important impacting factor among others. Finally, the contributions of our research lie in that not only the results can provide researchers a good starting point for e-CRM studies, but also can they provide practitioners of service sectors in Taiwan a good reference.

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.

¡¨Corporate strategy¡¨ is not only argued and discussed by experts, but has even been adapted for practical applications by companies for a long time. Corporate Strategy deals with the what, when, and why; which when answered lead to policies and decisions. ¡§Blueocean strategy in business¡¨ has become the ¡§in¡¨ word these years. Yet ¡§Innovation¡¨ still is important, especially in a competitive market because entrepreneurs aim at leadership, if not at dominance of a new market or a new industry. Innovation is the specific tool entrepreneurs use to exploit change as an opportunity for a different business or a different service. Every practice rests on theory. This paper uses the case of GJ restaurant as the research subject because it is applying changes while it attempts to create something new and different for a new market. As GJ company grows and develops, it tries to satisfy every one and excel at consumer relationship management at the same time. GJ is always market-focused and market-driven .The company has made a new market for itself. The company will continue growing at a fast rate thanks to continuous innovation. The innovations employed by GJ have proven to be successful. Now the work will really begin .Industry and society in China is growing and changing at an incredible rate and management models are also changing with each passing day. So, it will be a challenge for the entrepreneur to continue innovating in this fluid environment.

Customers are very important to all companies. The study shows that organizations spent 6 to 9 times more obtaining new customers than keeping old customers. All companies try to figure out the customers who can bring them high profit and improve customer satisfaction through good customer management. Therefore many companies implement Customer Relationship Management (CRM) system to reach the goals. However, Gartner Group presents that 32% companies abandon CRM system after completing implementation. It does not mean finish when CRM system rolls out. The company has to know it is a long journey when it decides to implement CRM system. The company A in this study implemented CRM system, Siebel, in 2003. The first phase focused on Sales Force Automation module. CRM team is responsible for adoption mission. In the beginning, the usage rate was very low and it took long time to get users adopt the system. A company did not give up. It tamed the users through many ways. This study displays the war between CRM team, IT people, and sales representatives who are the most important users to this system. CRM team and IT people play important roles during the process of CRM implementation. For that reason, their feelings and thoughts cannot be ignored. To explain the user behavior, the study introduces Unified theory of Acceptance and Use of Technology (UTAUT), which was formulated with four core determinants of intention and usage. Although some phenomenon can be elaborated by this theory, the study discovers some points beyond it: the meaning of system to the users is more important than performance expectation and effort expectation in the theory, and adjusting the cooperation of all departments related to system is more effective than improving the system only .

<p>Problematiken för anskaffning av standardsystem inom en verksamhet kan bli omfattande,</p><p>särskilt ifall företaget tar förhastade beslut, och därmed blir anskaffningen en belastning</p><p>istället för tvärtom. Metodutvecklingen för anskaffningen av standardsystem är ett område</p><p>som inte är utforskat i stor utsträckning. Idag finns det en generell metod som används vid</p><p>anskaffning av standardsystem. Metoden kallas för SIV-metod (Standardsystem i</p><p>verksamheter) och har utvecklats av bl.a. Anders G. Nilsson i samband med ett projekt som</p><p>drevs inom institutet V i Stockholm i början av 1990-talet. SIV-metoden har inte utvecklats</p><p>färdigt och behöver därför prövas i fler praktiska fall. Syftet med denna uppsats är ta fram</p><p>metoden och pröva den i praktiken för att se hur pass användbar den är. Vi har arbetat med</p><p>företaget Koneo i Växjö som är ett IT - relaterat företag och har varit i behov av att</p><p>anskaffa ett standardsystem som i deras fall handlade om ett kundvårdssystem, CRM</p><p>(Customer Relationship Management).</p><p>I vår studie har vi tillämpat SIV-metoden för att se hur användbar den är i praktiken. Efter</p><p>genomgånget projekt kan vi konstatera att metoden är användbar i den mening att den ger</p><p>vägledning och tar vara på de grund delar som ingår i processen vid anskaffning av</p><p>standardsystem.</p> / <p>The problems that occur when obtaining or realising Standardsytem within an organisation,</p><p>can be exhaustive if the enterprise rushes to a desicion. Furthermore, this practical</p><p>application could be a burden instead of an opportunity. The method for obtaining realising</p><p>a standardsystem is an area that has not been studied to any greater extents. In the present,</p><p>the SIV-method (SIV: Standardsystem in business) is a general method used in the</p><p>relization of a standardsystem. The SIV-method has been developed by amongst others,</p><p>Anders G. Nilsson, in a project assigned by the V institute in Stockholm, Sweden. The</p><p>reason for this thesis is that the SIV-method is not considered complete and therefore we</p><p>will attempt to investigate this in a practical case. The purpose of this thesis is to test the</p><p>Siv-method in an organisations process for acquiring a standardsystem.</p><p>This research is co-operated in with the enterprise of Koneo. That is in need of a</p><p>standardsytem that concerns and operates the intergration of a Customer Relation</p><p>Managment system, CRM- system. After accomplishing our project we can establish that</p><p>SIV-method is useful, by means of that it takes into consideration main parts of the process</p><p>when obtaining a standardsystem.</p>

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The collaboration of educational institutions and enterprises has already been a live topic for several years. One of best ways to ensure this mutual partnership is to encourage students to have their internships and bachelor (master) works at industrial enterprises. The main purpose of this project was to design a collaboration system model between enterprises and educational institutions and implement it. This model and system will facilitate collaboration between enterprises and educational institutions while students will find where to have their internships and bachelor (master) works at industrial enterprises.

Darbe akcentuojami įmonės kaupiamos informacijos apie klientą sektoriai bei jos efektyvaus panaudojimo būdai. Išskiriami informacinių technologijų privalumai klientų segmentavimui. Sudarytas teorinis modelis kaip pasitelkus informacines technologijas turėtų būti valdoma ryšių su klientais informacija įmonės vidiniuose procesuose. Darbe išskiriamos pagrindinės ryšių su klientais valdymo sritys, kurios gali būti sustiprintos įmonės procesuose pasitelkus informacines technologijas. Įmonės sudarytą teorinį modelį gali taikyti praktikoje siekiant optimizuoti įmonėje vykstančius procesus. Tyrimo metu surinkti duomenys atskleidė, kad ryšių su klientais valdymo sprendimų pardavėjų rinka yra atvira naujiems dalyviams. / Customer relationship management (CRM) is a core process in every company. Information technologies enhances it to a new, higher level. This research is relevant in practice because of instantly growing amount of CRM software in the market. Companies must understand their needs and goals to succeed in controlling information related to customer relationships. The main object of this paper is customer relationship management through information technologies. Main tasks were to reveal essential concepts of CRM, its foundation, technical aspects. Another point was to distinguish main companies’ areas which are empowered with information technologies in customer relationship’s management. Another task was to prepare theoretical model of how customer relationships should be managed through information technologies. This model was used to prepare and perform a research on companies working in Lithuania’s business market. Research was performed to check the model empirically and prepare its practical implementation. Main results of the research showed that use of information technologies in customer relationship management is still uncommon. However companies whose financial stock is at least partly formed from foreign investors are more likely to use information technologies in CRM. To add more, market is rapidly evolving and information technologies are increasingly taking relevant part of company’s processes. Research also proved that companies who already use information... [to full text]

Teniendo en cuenta que el presente trabajo de tesis está relacionado a proponer un sistema que ayude a la gestión comercial de las empresas que operan en el sector construcción, se dará una perspectiva global del estado de la economía del país, focalizándonos principalmente en el sector construcción y las variables que influyen en el crecimiento del mismo. El INEI informa que en el tercer trimestre de 2012 la economía peruana medida a través del producto bruto interno (PBI), a precios constantes de 1994, registró un incremento de 6,5%, respecto al mismo período del año anterior, acumulando 12 trimestres consecutivos de crecimiento económico . Gráfica N° 1: Producto Bruto Interno Trimestral 2004 – I – 2012 – III (A precios constantes de 1994) Fuente: Comportamiento de la Economía Peruana en el Tercer Trimestre de 2012. INEI (2012) El producto bruto interno (PBI), principal componente de la oferta global de bienes y servicios, a precios constantes de 1994, registró en el tercer trimestre de 2012 un incremento de 6,5% en relación al mismo periodo del año anterior. Este resultado se explica por la participación positiva de las actividades, en el crecimiento de esta variable, siendo la actividad construcción la que tuvo el mayor incremento (19,3%) .