| Summary: | 碩士 === 國立臺灣科技大學 === 資訊管理系 === 95 === Considering the conception of the Internet business opportunities, “Evolution” has turned into “Revolution”. One letter is added, “R”, which stands for “Relationship”. In recent years, due to the competitive market, the focus of e-commerce operations has shifted from transactions to relationship management. In terms of the very popular website Web 2.0, how does it make money? Where does the money come from? What is the business model of this website? These all make people curious. This study explores the business model and the future development strategies of Web 2.0 through the point of view of customer relationship management.
The purpose of this study is to collate the relevant information, references and periodicals, to review and analyze the approaches of customer relationships which can be applied in different business models of Web 2.0. Also, following the tracking of the development of electronic commerce, this study explores the value of customer relationships in e-commerce for enterprises and to propose a suggestion about business models of Web 2.0 for the future.
According to the five categories of business models of Web 2.0 which was proposed by Dr. Lu in MIS Leb, “Content, Context, Community, Webware, and Mashup”, this study sorts out four major categories of Web 2.0; customer relationship-financial relations, social relations, processes relations, and spirit relations. For the different types of website business models in Web 2.0, the points of the current application for customer relationships are all different. For example, in the Content Business Model, financial relations focus on advertising to create benefits, processes relations focus on interaction and self-help, and the point of spirit relations is mainly about self-completion. With the Context Business Model, it produces a wonderful experience and context for customers by combining self-completion and warm sharing relations, friendship of social relations, and self-help processes of processes relations. Furthermore, the Community Business Model emphasizes on management of customer relationship in a variety of ways to strengthen customers’ loyalty through the interaction among customers. The Webware Business Model stresses the process relations which attract customers with abundant and free interface of customers’ experiences within a personalized process. Also because of using it on-line, all data is collected on the website so that it can increase barriers? Lastly, Mashup business model emphasizes taking advantage of others. It uses a variety of application programming interfaces (API) opened in the Internet to innovate cyber services. Thus, special emphasis on the process of the rich user-friendly interface with the community relations and the spirit of blessing, And have a small and good business model.
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