Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | Department of Computing | en_US |
| dc.creator | Li, Heng | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/5405 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | Tinge CRM project | en_US |
| dcterms.abstract | Currently competition is tougher and tougher, how can we win in market? Different companies have distinct strategies. Giants have good reputation, well brand, even monopoly power; reversely SMEs rarely have reputation or influence in marketplace. Compare with large companies, SMEs survive and develop in market relied on customer relationship more than large companies. Obviously SMEs aspire after CRM desperately. Especially in China, relationship with customer is a crucial weight for business success. Hence my research focuses CRM implementation of SME in China. I try to find out a suitable acquisition approach for SME in China. Problems of process related to customers: Artificial operation and no data were recorded. No unified window to customer. The salespersons changed job frequently, so the customers should face different faces. And only sales department and service department are responsible for customer satisfaction, other departments are not connected with customer service well. Lacking of IT talents, if we adopt a CRM system, who is in charge of it? I use three questionnaires to collect first-hand data, the questionnaires are aimed to help us to understand CRM status of SME in China, meanwhile I have constructed reference model of CRM via questionnaire. I also select a particular SME as sample to practice CRM, the practice can help us to know more details of SMEs, and I initialized operational CRM in the first round of CRM implementation, in the second round I start analytical CRM. | en_US |
| dcterms.extent | xi, 153 leaves : ill. ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2007 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.LCSH | Customer relations -- China -- Management -- Case studies | en_US |
| dcterms.LCSH | Customer loyalty -- China -- Case studies | en_US |
| dcterms.LCSH | Data mining -- China -- Case studies | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b2146411x.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 6.38 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5405