Abstract
The competitive market in 21 century is full of uncertainty. The needs of customers change fast as time, location, age, and feelings. Customers lead market. Successful business in uncertain environment must respect, understand, satisfy, and master customers. Only when business do well in CRM, and then customers can shop goods again. And public praise not only reduce the cost of marketing to open up new customers but also gain sales and profits.
The culture of customer-oriented is the premise of CRM. Understand customers¡¦ needs, meet them, provide good service and process, make sure the safety convenience of deals. Because customers are satisfied and have high loyalty, it can produce the beneficial result of CRM. Building HR effective management is from the business culture of customer-oriented in competitive age. And HRD is more important than assets.
Information resource has become a part of life for people. Business managers should consider how to use information resource and technology ability well. Let these tools help employees provide better services to customers. By doing this we can increase sales profits, raise customer loyalty, and reduce business cost.
The results of research are as follows¡G
1.HRM activities and the beneficial result of CRM have significant relation.
2.To HRM activities and the beneficial result of CRM, some parts of COC are mediators.
3.HRM activities and the culture establishing of customer-oriented have significant relation.
4.Technology skills¡Bculture of customer-oriented and CRM have moderator situation.
5.Information resource¡Bculture of customer-oriented and the beneficial result of CRM have moderator situation.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0610103-145744 |
| Date | 10 June 2003 |
| Creators | Chen, Yi-Ming |
| Contributors | Liang-Chih Huang, Shyh-jer Chen, Jin-Feng Uen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0610103-145744 |
| Rights | unrestricted, Copyright information available at source archive |
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