| Summary: | 碩士 === 國立臺南大學 === 科技管理研究所 === 95 === Radio Frequency Identification is the most important top ten technologies. The technology used in RFID has been around since the early 1920s. The innovation of RFID have developed until Wal-Mart requested the suppliers to put RFID tag on the products. AMR predicted RFID will be the main technology in 2008. After the e-Taiwan and M plan, the government gives an impetus to U (Ubiquitous)-Taiwan. This plan through RFID technology to develop the application and service of ubiquitous.
According to the Pareto principle (80-20 rule), 80% of the effects comes from 20% of the causes. IDC reports reveal the CRM market will grow from 34.4 billion in 1999 to USD 125.2 billion in 2004 and the Compound Annual Growth Rate (CAGR) is 29%. CAGR is twice as big as IT service market. Therefore, CRM plays an important role in nowadays.
This research discusses the industries how to use RFID-base innovation CRM , compare with old systems and find out the performance of service quality, customer satisfactory and loyalty. Finally, this research use RFID equipments to simulate a innovation CRM model.
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