 |
English
|
正體中文
|
简体中文
|
Post-Print筆數 : 27 |
Items with full text/Total items : 113656/144643 (79%)
Visitors : 51722667
Online Users : 595
|
|
|
Loading...
|
Please use this identifier to cite or link to this item:
https://nccur.lib.nccu.edu.tw/handle/140.119/76513
|
| Title: | Human processes in customer relationship management |
| Authors: | Shang, Shari S. C.;Chen, Chih Hsiang
尚孝純;陳志翔 |
| Contributors: | 資管系 |
| Keywords: | Business Process;Business strategy;Customer information;Customer need;Customer problems;Customer relationship management;Customer response;Human processes;Integrated technologies;Operational staff;Organizational cultures;People-driven CRM;Relationship management;Technology solutions;Behavioral research;Information systems;Management science;Public relations;Sales;Technology;Customer satisfaction |
| Date: | 2007 |
| Issue Date: | 2015-07-13 16:05:43 (UTC+8) |
| Abstract: | Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elements. Because it is not simply a technology solution, success in CRM business revolves largely around people. In order to build a clearer understanding of the content and role of the human processes of CRM, this study analyzes the literature on CRM processes and people dependencies and forms propositions about the need for human processes in CRM. It emphasizes the responsibility of executives and operational staff in making critical decisions and using intimate communications to conduct relationship management with their customers. Typical CRM human processes are those that are difficult to implement or that cannot be carried on using technology solutions alone, including such activities as planning customer strategy, designing CRM processes, coping with customer problems, understanding customer needs, handling intimate communications, and integrating customer responses. Factors that affect the dependency of human processes in CRM are related to customer factors, the content of information, employee capabilities, and the organizational environment. Propositions formed in this study are that the dependency on human processes in CRM is affected by (1) customer emotional needs; (2) the need for tacit customer information; (3) employees` experience; and (4) the organizational culture. |
| Relation: | PACIS 2007 - 11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises
11th Pacific Asia Conference on Information Systems: Managing Diversity in Digital Enterprises, PACIS 2007,3 July 2007 through 6 July 2007,Auckland |
| Data Type: | conference |
| Appears in Collections: | [資訊管理學系] 會議論文
|
Files in This Item:
| File |
Description |
Size | Format | |
|---|
| index.html | | 0Kb | HTML2 | 932 | View/Open |
|
All items in 政大典藏 are protected by copyright, with all rights reserved.
|
著作權政策宣告 Copyright Announcement1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.
2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(
nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(
nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
