隨著網際網路的興起，網路銀行應運而生。十年多來，網路銀行在IT技術與相關法令方面，日益完整。網路銀行的競爭已由技術層面提升到行銷面，其中最重要的課題就是顧客關係管理。
顧客關係管理的實施對企業的流程、策略與組織結構等等都可能產生重大影響，因此需要將其定位為一種策略工具，才能獲得成功，不能只把它當成是一種科技解決方案。為了解成功的金融機構如何建立起其顧客關係管理策略，本文採用個案研究方法，透過了解台灣在這方面績效優異的金融機構，探討其顧客關係管理策略，以供有關業者與學者之參考。
關鍵字：顧客關係管理、網路銀行、金融機構 / In the internet era, e-Banking evolves exceedingly. Over the last ten years, e-Banking technology has grown day after day. e-Banking solutions are now readily available. Lately, competition in e-Banking is more on the Marketing aspect, rather than Information Technology itself. Among various important topics underneath Marketing, the most critical one is Customer Relationship Management.
Implementation of Customer Relationship Management implies change of processes, tactics and institutional framework within an organization. Therefore, it should be positioned as one of the strategic issues rather than simply a tactic.
In order to understand how a Financial Institution can establish its Customer Relationship Management strategy effectively, this paper adopts case study approach to explore what the Customer Relationship Management strategy of a successful Financial Institution entails.
Key words: Customer Relationship Management, e-Banking， Financial Institution
| Identifer | oai:union.ndltd.org:CHENGCHI/G0091932604 |
| Creators | 方乃貞 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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