Impacts on Processes and Performance by ImplementingCustomer Relationship Management System-A Study Based On Thunder Tiger Biotech

• Main Authors: Tzu-Wei Huang, 黃子威
• Other Authors: 林耀欽
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/80252208469997523695

碩士 === 元智大學 === 資訊管理學系 === 95 === The recent organization operation, comparing to past business environment, has a significant difference. The concept of customer focus is currently the basic principal for all businesses. Each and every organization is striving to satisfy their customer needs, and increase customer respond rate. Therefore business organizations are striving to capture new customer, increase customer beneficial feedback and retain existing customers by implementing a customer relationship management system. However, when people believe that the customer relationship management system are bring beneficial performance to organizations, there is no specifically pinpoint the value within and the effects on organization processes and performance. Furthermore, there is no investigation on the five important process aspects: development of new customer process, sales process, product maintenance query process, management process and hand-over process. This research, through case study methodology, studies the organization process after the implementation of ustomer relationship management system. The research result shows that the ability of storing data in the information system, information delivery possibility and information transparency may improve on the five aspects of organization process. This also improves the organization management performance, hand-over satisfaction; shorten developing new customers time and respond time, lastly, increase case success rate. We hope this research may help the future organizations that wish to adopt customer relationship management system have more understanding towards the system and implement the suitable functional modules.