International Journal of Quality Innovation

Korean Society for Quality Management (한국품질경영학회)
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A Study on Service Demand in Customer Relationship Management for Taiwan's Small and Medium-sized Enterprise

  • Tien, Shiaw-Wen (Graduate Institute of Management of Technology Chung-Hua University) ;
  • Chiu, Chung-Ching (Graduate Institute of Management of Technology Chung-Hua University) ;
  • Chung, Yi-Chan (Department of Industrial Engineering and Management Ta-Hwa Institute of Technology) ;
  • Tsai, Chih-Hung (Department of Industrial Engineering and Management Ta-Hwa Institute of Technology) ;
  • Lin, Yeong-Chen (Graduate Institute of Management of Technology Chung-Hua University)
  • Published : 2006.08.30
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Abstract

Due to the globoal economic effect, Taiwan's small and medium-sized enterprise (SME) is much threatened by China. Since remarkable advances have being made in information technology, taking competition advantage for an enterprise has become a very important issue when facing rigorous global competition. However, the business of the enterprise starts with finding the customers' demands, and ends with fulfilling customers' demands. Therefore, in order to increase competition advantage for SME, the customer management must be effectively strengthened, especially by increasing customer satisfaction and maintaining good relationship with the customer. This is the key for an enterprise leading to success. The purpose of this study is aiming to discussing the relational analysis between customer and SME by viewing the four aspects of customer relationship management (CRM), which are relation marketing, customer service, customer value, and customer satisfaction. Moreover, this research will perform an empirical analysis on CRM for a typical small and medium-sized company so as to grasp its real definition and enterprises' demands. The conclusions will be drawn from our literature survey and practical experience as well as site investigation. Recommendations are evolved from discussing the interaction between customers and enterprises in improving their constructing factors and increasing benefits and values.

Keywords

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