課程學習資源

林東清 (2002). 顧客關係管理(CRM)研究的一些相關理論模式與重要議題。資訊管理學報 ； 9卷S期 (2002 / 02 / 01) ， P31 - 56。

羅家德(2005). 關係管理芻議－關係管理研究的回顧與展望。關係管理研究 ； 1期 (2005 / 06 / 01) ， P1 - 41. 

關係管理 ； 社會網絡理論 ； 社會網絡分析 ； 顧客關係管理 ； 企業關係管理 ； 社會資本 ； Relationship Management ；Social Network Theory ； Social NetworkAnalysis ； Customer Relationship Management ； OrganizationalRelationship Management ； Social Capital

【範例】 從通用汽車公司旗下的金融商業抵押公司CRM失敗案例 記取經驗

http://www.managertoday.com.tw/?p=773

【範例】中華電信---CRM客戶關係管理

http://www.hisales.hinet.net/index.asp?au_id=19&sub_id=100&id=67&utm_source=Google&utm_medium=cpc&utm_campaign=PM_CRM&utm_term=crm%20%E6%88%90%E5%8A%9F%E6%A1%88%E4%BE%8B

【範例】燦坤實業---建置顧客管理CRM 營業直線成長3倍

http://www.gss.com.tw/crm/index.php/crm-user-story/2011-06-24-09-56-33/60-crm-3

【範例】日盛銀行---有了CRM，日盛銀行輕鬆掌握客群 掌握市場

http://www.gss.com.tw/crm/index.php/crm-user-story/2011-06-24-09-55-58/22-crm-

微軟最新捐贈產品 Dynamics CRM 2013 介紹

1.
What is CRM? 

(04'29")

https://www.youtube.com/watch?v=7me7mjvTiTI

(01'46")
https://www.youtube.com/watch?v=biTpNmFXYd0

1-1

Omnichannel Communication with Zoho CRM (01'55")

1-2

Introduction to CRM - Examples of CRM (04'19")

安全求穩的傳統派)

The Euromonitor consumer typology represents compactly the lifestyles of each consumer type based on attitudes, motives and preferences.
The advantage of this is seen in the better understanding why and what products are purchased besides the knowledge about age, sex, job and income of consumers.
For example, the "Undaunted Strivers" are described as young, employed and optimistic. This type would like to apply as a trendsetter and role model to its environment. “Undaunted Strivers” are brand-conscious and very concerned about their public image. With an average household income of $52,489 they tend to have a higher purchasing power than the other consumer types. Thus the “Undaunted Strivers” are a lucrative target group for innovative trend products, so the Euromonitor International analysts state.

To determine the four consumer types 16,000 people were polled about their personality traits and preferences in an online survey in 2011. The 78 survey variables used to create these four types cover all areas of consumer life, including exercise habits, visits to the doctor, online shopping tendencies, marketing influences, use of social media, and thoughts on prominent celebrities as role models. The analysis was conducted as part of the annual international "Passport Survey" by Euromonitor International.

2.
Why CRM? (02'53")
https://www.youtube.com/watch?v=hmc4kF4o6Ek

2-1
Introduction to Customer Relationship Management (CRM) (09'03")

https://www.youtube.com/watch?v=VVo0fby7y2s

2-2

THEORY VOLUME 11 - Customer Relationship Management (20'38")

3.

大數據思維之新顧客關係管理 (管理知識顧問平台myMKC.com)

https://www.youtube.com/watch?v=GQaHhy6NrHo

4.

Salesforce客戶故事 - Coca Cola（可口可樂）的社交案例

https://www.youtube.com/watch?v=fbzipSFzFp8

coca cola 公司 願景
http://www.coke.com.tw/zh/the-coca-cola-company/the-coca-cola-company-vision-and-corporate-commitment/

5.


(中文字幕)Dynamics CRM 概觀介紹 (02'41")

https://www.youtube.com/watch?v=0Gh8YHGreho&list=PLrej0Uk83GUgPtRdL4YWak--Qra4OJzEy

5-1
新局網 (2008)

easy221.com：顧客關係管理首部曲 (04'17")

管理大師普哈拉（C.K.Prahalad）曾說：顧客是企業能力的來源，同時也是競爭的對手。
企業為什麼要做CRM？為什麼客訴問題仍層出不窮？如何早一步發現問題？如何做到真正的以客為尊，讓顧客感到滿意？答案就藏在顧客關係（CRM）之中！

easy221.com：顧客關係管理二部曲 (04'56")

easy221.com：顧客關係管理三部曲 (05'40")

CRM - Customer Relationship Management in SAP Business One (58'16") (DEMO)

#56 走在万亿市值路上的公司，CRM，salesforce,全分析 (11'48")

BEST CRM Software for Small Business | TOP 3 FREE Customer Relationship Management Software (05'46")

3 Best (FREE) CRM Software For Small Business 2020 (10'20")

6. 

104顧客關係管理企業診斷-星巴克之小組體驗專題 (03'53")

顧客關係管理 (02'13")

8.

趨勢觀察：現代顧客關係 (02'27") 中文字幕

9.

行銷典範移轉：變動中的消費世界 -- 謝明慧 (02'07")

10.
18 部影片
https://www.youtube.com/playlist?list=PLfAUp0n69vyNAqO8z1oHn89J8EkOYDR-0

‧  《看電影主修MBA》／看『讓愛傳出去』學直銷管理

‧  《看電影主修MBA》／看『電子情書』學行銷管理  

 11.

Business Model Canvas Explained (02'19")

TOP 10 BEST CRM 2019 2020 - Customer Relationship Management Software (04'43")

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