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论文编号：	5249
作者编号：	2120105017
上传时间：	2013/6/5 17:12:16
中文题目：	虹堡科技公司基于云端技术的客户关系管理研究
英文题目：	The Research of Castles Technology Co, LTD Cloud based Customer Relationship Management
指导老师：	韩德昌
中文关键字：	虹堡科技公司;云端技术;客户关系管理
英文关键字：	Castles Technology Co,LTD;Cloud Technology;Customer Relationship Management
中文摘要：	在新的世代，各种类型的信息科技快速发展，带来了生活上的便利，而近几年来随着基础网络建设的日渐普及，所谓的云端技术更是企业在建置信息化系统的重要考虑与选择。透过信息化科技将客户服务与营销融合，提供多变且快速的客制化之服务，并针对客户满意度来提升服务质量，让企业经营绩效大幅提升。 本研究试图透过不断推陈出新的云端技术，特别是以软件即服务（Software as a Service ,SaaS）导向架构的云端技术，强化对客户关系管理系统的帮助与优势。本研究所带来的创新点，试图陈述在结合云端技术后的客户关系管理，有着别于传统的客户关系管理，带来了即时化、社群化和共享化的三大创新点。对于虹堡科技公司来说，如何在第一时间获知客户的信息，如何能够有效的与客户群互动，如何能够让客服、研发人员正确的知道客户需求。这也才是虹堡科技公司在此瞬息万变的市场中，取得致胜点的关键之处。 本研究第一章就研究动机、研究目的、及研究内容与方法做出了说明。第二章则是对支持本文的相关理论做回顾与文献的探讨，了解客户关系管理的相关基础。第三章以虹堡科技公司为基础分析环境现状，并针对其POS产业的概况做个简单的介绍。第四章则是介绍云端技术，并分析云端技术引入CRM的重要性。第五章为本文重点，以CRM系统为基础，结合云端技术后对于提高客户满意度、忠诚度及价值上有和实质的帮助，同时，陈述云端CRM系统在导入中小型企业的建置、实施过程，并提供导入后的实施对策。第六章为本研究的结论，对于虹堡科技公司导入云端客户关系管理系统，给予个人的总结并说明其研究局限和本研究未来的展望。
英文摘要：	In the new era, the rapid development of various types of information technologies, has brought the convenience toward our lives. In recent years, with the construction of network infrastructure becoming more and more popular, the so-called cloud technology is the important consideration and choice for building information system. Through information technology, integrating customer service with marketing, providing changeable and rapid customized services, and improving service quality according to customer satisfaction make the business performance boost. This study attempts to reveal that the bring-forth-the-new-through-the-old cloud technology, especially in the software as a service (Software as a Service, SaaS) oriented architecture, strengthens the advantage of customer relationship management system. The innovation of this paper is trying to describe the customer relationship management of cloud technology bringing the instant, community and sharing three big innovations which is different from the traditional customer relationship management. For Castles Technology Company, how to get the customer information in the first time, how to effectively interact with customers, how to let the customer service, R & D personnel know the right customer demands are the key winning points in this fast moving markets. In this study, the first chapter explains the research motivations, content, methods, and purposes. The second chapter is the review of related theory and literature to understand the basis of customer relationship management. The third chapter analyzes the present environmental situation of Castles Technology Company and introduces the POS industry briefly. The fourth chapter is to introduce the cloud technology and analyze the importance of cloud technology into CRM. The fifth chapter is the focus of this paper describing the CRM system combined with the cloud technology to improve customer satisfaction, loyalty and value. At the same time, the cloud based CRM implementation process and countermeasures for small and medium-sized enterprises are explained. The sixth chapter is the conclusion of this study. The personal summary of introducing cloud based CRM system for Castles Technology Company is concluded. The limitations and the prospect of future works are also stated.
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