Abstract
These years, due to the speedy growing up economic in Taiwan, the amount of all kinds of tall buildings increase rapidly; in the meantime, the water and electricity installation of building is getting important day by day, because it is the predominant element which the construction of building¡¦s function condition depends on.
How to create good relationship with customers and earn the trust from customers and satisfy the demands of customers by the good interacting between company and clients, turns into a big issue to the water and electricity installation industry. Increasing customer value, raising the customer satisfaction, making customer have loyalty to the company can be keys to be success. Therefore, customer relationship management (CRM) becomes the way, which the water and electricity installation industry should focus on in the future.
This research is based on three sounder water and electricity installation industries in Kaohsiung and it is composed by analyzing of case company¡¦s environment, target and characteristics, and then observes the case company¡¦s activities in CRM.
According to the result of case interview, this research comes to the following conclusions:
1. Management characteristic of industry environment is the main element to introduce water and electricity installation industry to CRM.
2. If this industry wants to put CRM into practice, most important of all is the one firm¡¦s target customers group.
3. In the way of gaining customer, the credit of water and electricity installation industry becomes the evaluative standard to customer.
4. CRM helps water and electricity installation industry increasing their ability of controlling customer¡¦s activity.
5. Different ways of promoting sales make related activities different.
6. In the way of customer service, water and electricity installation industry can consider developing united customer service by CRM.
7. Related staff must participate in introduction of CRM, managing customer knowledge by sharing inside knowledge makes CRM well control customer¡¦s demand in establishment.
At the end, this research provides two suggestions for water and electricity installation industry: First, ensure the target and purpose of management before introducing CRM. Second, introducing CRM cooperate with adjustment of internal working process.
KEY WORDS¡GCustomer Relationship Management ,
Water and electricity installation industry,
Customer value,
Customer demand,
Customer satisfaction.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0728103-105254 |
| Date | 28 July 2003 |
| Creators | Huang, hsiung-peng |
| Contributors | David Shyu, Ing-Chung Huang, Huang Junying, none |
| 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-0728103-105254 |
| Rights | withheld, Copyright information available at source archive |
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