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| Title: | 半導體光電設備商顧客關係管理之探討
The exploration of customer relationship management in semiconductor-optoelectronics equipment manufacturer |
| Authors: | 馮騰煌 |
| Contributors: | 彭金隆
馮騰煌 |
| Keywords: | 半導體設備商
顧客關係管理
客製化
顧客知識
顧客認同
Semiconductor equipment manufacturer
Customer relationship management
Customization
Customer knowledge
Customer identity |
| Date: | 2017 |
| Issue Date: | 2017-06-01 09:51:57 (UTC+8) |
| Abstract: | 半導體光電元件普及於各式各樣的電子設備與產品中，可說是支持現代工業社會迅速發展的基礎，因此半導體產業一直是相當引人注目之行業。一般而言，企業要尋求及建立相對優勢，以保有相對之競爭優勢，其可茲運用之策略眾多，價格差異化、強化本身與顧客之關係、發展品牌、提升顧客滿意度，均是可使用之方式。對半導體設備商來說，除了價格、品牌策略外，本研究認為顧客關係管理對於半導體設備商來說，是相當重要的一項議題，半導體光電設備供應商的供應鏈必須具有高回應性才能滿足客戶需要。透過個案研究，本研究系探討半導體光電設備商顧客關係管理之面向與策略，以及顧客關係管理對半導體光電設備商之影響。研究發現，透過顧客關係管理，半導體光電設備商得以在提升顧客價值、客製化顧客需求、降低顧客成本、模組化顧客溝通模式的目標下，利用整合顧客知識、建置顧客管理平台、建立顧客認同、以及公司高階管理者涉入的策略下，得以降低公司在取得新顧客時所需的成本，同時提高既有顧客忠誠度、提升產品競爭力、並提高銷售績效。
Semiconductor industry is still a promising business in high technology, and the companies in this field have to seek and construct their strength and superiorities to retain the competitiveness. In the light of the distinct tactics of business, customer relationship management is quite an important issue for semiconductor equipment manufacturers besides price and brand image strategies. For the supply chains of semiconductor equipment manufacturers, only the high responsiveness of customer can bring the high satisfactions of customer. The purpose of study hence is to discuss the dimensions and the tactics of customer relationship management of semiconductor equipment manufacturers, and the effect of customer relationship management to the development of semiconductor equipment manufacturers through case study. As the results, semiconductor equipment manufacturers can improve their product competitiveness, customer loyalty, and the cost of getting new possible customers via the tactics of customer knowledge integration, the customer identities, customer management platform, and the involvement of high level manager under the multiple feasible targets. |
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| Description: | 碩士
國立政治大學
經營管理碩士學程(EMBA)
104932146 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0104932146 |
| Data Type: | thesis |
| Appears in Collections: | [經營管理碩士學程EMBA] 學位論文
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