客戶關係改善策略探討─以Ｘ公司為例

NCU Institutional Repository > 管理學院 > 高階主管企管（EMBA）碩士班 > 博碩士論文 > Item 987654321/74426

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题名:	客戶關係改善策略探討─以Ｘ公司為例
作者:	葉寶文;Yeh, Pao-Wen
贡献者:	高階主管企管碩士班
关键词:	客戶服務;客戶接待;試產資源;Customer service;Customer reception;Pilot Run production resources
日期:	2017-06-08
上传时间:	2017-10-27 13:53:29 (UTC+8)
出版者:	國立中央大學
摘要:	每個企業都說以客為尊，事實上每個企業內部都有很多的組織規範，往往這些規範又是造成客戶的不滿與抱怨，彈性不足，無法達成客戶滿意的原因，面對客戶的窗口要如何服務好客戶，達成客戶滿意？本研究以台灣筆記本電腦代工廠Ｘ公司為個案分析及研究對象；探討其如何運用客戶關係管理，分析客戶評分和滿意度的關連性，找出關鍵影響因子，運用客戶關係管理之顧客服務與支援管理，進行接待服務內容改善，試產相關作業流程調整達成客戶關係改善目標。個案公司由成立發展至今日的成果，並不容易。只是這幾年因為市場變化多端，以及產業競爭激烈，如何維持競爭優勢，值得深入探討與研究。本研究針對個案公司提出下列建議：不同的客戶的數據都是分散式，建議建立客戶關係管理績效管理平台，可以透過系統快速的了解不同客戶服務需求，及早的擬定改善對策發揮客戶管理效益．透過系統平台也能減少制度下的企業所認知的顧客期望可能不合時宜缺點帶來的影響。;The slogan of every enterprise is “Respect Customers, Service Carefully”. In fact, there are a lot of norms and rules at every enterprise, these norms and rules are caused customer dissatisfaction and complaints. Customer feel the enterprise is lack of flexibility, can’t achieve customer satisfaction. The customer′s contact window how to fulfill good customer service, to achieve customer satisfaction? This study is based on the case analysis and research object of Taiwan notebook computer factory X company to explore how to use customer relationship management, analyze the relevance of customer ratings and satisfaction, find the key factors. The use of customer relationship management of customer service and support management, to improve the reception service. To adjust Pilot run process to achieve customer relationship improvement goals. Case company from the establishment of the development to today′s scale, it is not an easy way. Due to the market changes in the few years, industry competition is fiercer. How to maintain a competitive advantage? It is a good case to in-depth discussion and research. This study makes the following recommendations for case company: It is proposed to establish CRM performance management platform to collect all customers’ data. (currently is different customer data are distributed) Through the system to quickly understand the different customer service needs. Early development of improvement measures to play a customer management benefits. Through the system platform can also reduce the system under the enterprise′s customer expectations to prevent the impact of service out of date.
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