碩士 / 國立臺灣海洋大學 / 航運管理學系 / 98 / The advancement of technology let the information get faster through the information system. The competition between the enterprises is just rapid. the enterprises need to spend more time and energy holding customers. The customer-oriented business model was rose and developed by this, so the customer relationship management is much more important to the enterprises. The customers were the main source of the profit of the enterprises, so how to consolidate the customers and lift their loyalty to strengthen the capability of profit was the problem that the enterprise is facing to. The liner shipping industry have to promote the operation performance and get the competitive advantage in confronting the competitive environment. At these request, to implement customer relationship management is necessary. However, what are the key success factors of the implementation of the customer relationship management, and how the enterprise can enforce the customer relationship management effectively is the problems that the liner shipping industry needs to face in practice.
The main purpose of this research is to find out the key success factors of the implementation of customer relationship management and the relationship between key success factors and operation performance by using literature review and questionnaire survey.
According to the study results, the conclusions are:
1. The key success factors are organizational characteristic, maintain customer relationship, system manufacturer support, industry trend, openly communicate information and system integrated, and information technology capability.
2. The liner shipping industry focused on system manufacturer support, industry trend, openly communicate information and system integrated and information technology capability could positively enhance the customer satisfaction.
3. The liner shipping industry focused on industry trend could positively enhance the rate of profit on customer.
4. The liner shipping industry focused on system manufacturer support and information technology capability could positively enhance the rate of return on investment.
| Identifer | oai:union.ndltd.org:TW/098NTOU5301045 |
| Date | January 2010 |
| Creators | Yueh-Chang Liu, 劉岳璋 |
| Contributors | Gin-Shuh Liang, 梁金樹 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 60 |
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