頁籤選單縮合
題 名 | 國營企業之顧客關係管理--以中華電信為例=The Customer Relationship Management of State-Owned Enterprise--The Chunghwa Telecom as Example |
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作 者 | 張振松; | 書刊名 | 資訊管理展望 |
卷 期 | 5:2 2003.09[民92.09] |
頁 次 | 頁99-113 |
分類號 | 496.7 |
關鍵詞 | 國營企業; 顧客關係管理; 客服中心; 多層次訓練體系; 顧客滿意度; State-owned enterprise; Customer relationship management; call center; Multi-layer training system; Customer satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本文針對「國營企業」提出新的顧客關係管理(Customer Relationship Management, CRM)架構與經營模式,並以此新架構與經營模式來評估國營企業實施CRM成效。且 以國營企業實施CRM先驅,電信業龍頭─中華電信為例,實際來探討國營企業實行CRM 之效益。最後,期望本文能對目前台灣許多面臨企業競爭之國營企業與其他正要轉型之 傳統產業有所助益。 |
英文摘要 | The new structure and business models of Customer Relationship Management (CRM) for the state-owned enterprise are proposed in this paper. These models are used to estimate the effects of the CRM practice for the state-owned enterprise. The case of the Chunghwa Telecom Co. Ltd, the largest service industry and the giant of the telecommunication industry in Taiwan is provided. Its practice shows how to have good customer relationship management, and is used to estimate the effects of the CRM practice for the state-owned enterprise. Finally, it is hoped that this study will provide the state-owned enterprises that are facing competitions, as well as other transforming traditional enterprises useful help. |
本系統中英文摘要資訊取自各篇刊載內容。