The study of implementing customization CRM System in Multinational Corporation – PCB small equipment company as an example

• Main Authors: Cheng-Yu Liu, 劉正玉
• Other Authors: Hsiu-Li Liao
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/18885625751109226507

碩士 === 中原大學 === 資訊管理研究所 === 100 === CRM (Customer Relationship Management) system has promoted in the domestic and international markets for many years. This research explores what the reasons of multinational corporation choose to implementing customization CRM system, and compared establish processes to find out what is the different between the customized and packaged systems, also put forward solutions and suggestion for multinational corporation to solve problems. Through literature interviews and case analysis of the results, corporate culture and user awareness of information systems will affect employees to accept to use customized CRM system. In this case study, from system requirements interviews until the system acceptance, the architecture of customized CRM system is more flexible than the packaged one, but takes more time. The system module of Business, Customer Service, Production management are for reduce costs and enhance business performance objective. In the other hand, the system function of Documentation Centre for employees education and training, can tracking offices documents around the world, and help enterprises to reach the professional knowledge of preservation results.