Due to globalization, international business competition has become keen in recent years. Enterprises have to face different challenges from all over the world, from inside Taiwan to the whole globe. Consequently, enterprises start to consider what management they can put into practice in order to increase organizational niche and improve business competitiveness and performance. Numerous theories and empirical studies suggested that the prime method to increase business competitiveness and performance is to connect management activities and strategies with customers. It can achieve remarkable success in business innovation and economy. Based on this, business philosophy nowadays turned into customer-oriented instead of cost or efficiency-oriented.
There are lots of literature referring customer knowledge management and customer relationship management; most of them focus on the impact of these two factors on business performance. The linkage between knowledge management and customer relationship management are less discussed. As a matter of fact, customer knowledge management is the intervening variable when enterprises do customer relationship management, affecting the outcome of customer relationship management a lot.
This study mainly aimed to to measure how customer knowledge management and customer satisfaction influence customer relationship management. On the other hand, the influence of customer satisfaction on customer knowledge management and customer relationship management are included as well.
According to the analysis of literature and in-depth interview with the case company, the findings were as followed:
1.Customer knowledge management in software industry is beneficial for the predictability of the Customer relationship management.
2.The customer satisfaction is very important for software industry. Customer satisfaction is beneficial to enrich the intension of Customer knowledge management and maintain a good relationship with customers.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0725111-170156 |
| Date | 25 July 2011 |
| Creators | Tsao, Yin-tung |
| Contributors | Jin Feng Uen, Ping Yi Chao, Bing chiang Jeng |
| 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-0725111-170156 |
| Rights | not_available, Copyright information available at source archive |
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