To cope with the current increase in both competition and customer requirements, traditional construction enterprises need more efficient methods to manage their relationships with customers. From the recession of Taiwan in recent years¡Atraditional construction industry needing to transform and escalate is no longer a empty verbiage. The construction industry has huge market potential undiscovered.
Analyzing the information returned from customers and products, business can provide active and accurate services to the right customers through the right ways at the right time and raise the customers satisfaction.
As the importance of CRM pertaining to management of relationships with customers has been recognized, meanwhile, with regard to implementation of the extensive software which involves investment of massive human resources, capital, and time, many critical decisions still need to be concerned.
This research aims at extracting relevant factors affecting the adoption process and proposes a convincing framework verified by an empirical case study.
Induction is used in the research. The first hand data are gathered through interviewing and circulating the questionnaire. After summing up this information and other relative articles and analyzing them with descriptive statistics, the result is derived and the conclusions are made according to the objective and frame of the study. The conclusions of this research are¡G
(1)CRM is very important to the management.
(2)Home Renovation should carry out the standard procedure of service to create customer value and to gain competitive advantage.
(3) Home Renovation should emphasize on the collecting of the information of customers and looking for the best niche that can generate more profit on house repairing.
(4) Customers expect to have professional Home Renovation team to run this market and offer high quality service.
(5) The employees on first line play a very important role on building the relationship with the customers.
(6) Home Renovation should follow the plan step by step to phase in the CRM. It only works when you really fulfill the plan and correct it timely.
Some advice is offered in this research report, such as recommending that the government should build a safety system on all buildings and should make emphasis on the concept of house repairing and diagnosing. Home Renovation should know for sure what benefits that CRM will bring.
Basically we can apply this research report to the real practice. When facing virtual problems in business operation, we can turn them in to management problems and then transform them into the themes for research and find out the solutions through scientific ways.
Keywords: Customer Relationship Management¡BCustomized Service¡B Customer value¡BCustomer need¡BCustomer satisfaction
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0726102-105546 |
| Date | 26 July 2002 |
| Creators | Chiang, Shun-Teng |
| Contributors | Chow, Tai-hwa, Kao,Ming-rea, Wu,  Jih-Hwa |
| 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-0726102-105546 |
| Rights | unrestricted, Copyright information available at source archive |
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