臺灣博碩士論文加值系統

In the recent years, the Vietnamese economy in general, the mobile communications market and mobile operators in particular, in the context that Vietnam has become the 150th member of the World Trade Organization, have been on the process of strong development and international economy integration. Vietnamese enterprises have been facing with keen competitions. To gain advantages in the competitive market, the enterprises must mobilize new resources, value added services on one hand and use their resources economically, on the basis of a long-term, comprehensive and strategic structural planning. The business activities of Vietnamese enterprises nowadays are not only limited within the territory but also expand to other regions/countries in the world. Therefore, the question raised to enterprises is how to improve their competitiveness both in the local and international market.
With low level and weak potential of the enterprises in all aspects, way to improve the effectiveness of production and business activities become the top concern of all enterprises. Particularly in the era of information technology boom, the role of information in improvement of business effectiveness has been continuously increasing. Meanwhile, investment in marketing and customer relationship has not been fully awared by enterprises as its true role in the increasingly competitive business environment.
Vietnamese enterprises in the process of integration have many opportunities as well as challenges. For example, Vietnamese enterprises shall have chance to access to new technologies, to have more foreign investors and customers but also face various challenges in respect of capacity, competition, management level, etc.
Therefore, the application of information management systems now is recognized as a concerned issue not only of the industry’s steering committee but also all Vietnamese enterprises as well as mobile operators in particular. Mobile communications nowadays constitute an integral part of our life and the struggle among the mobile networks in Vietnam becomes more and more drastically. For such reasons, the theme: “Solution to perfect the Customer Relationship Management system of Vietnam Mobile Telecom Services Company – MobiFone” is selected.
The thesis begins to define CRM and propose a CRM model, then analyze and evaluate reality of CRM system application at MobiFone base on that model, therefore identify issues and propose solutions to perfect CRM system at Vietnam Mobile Telecom Services Company – MobiFone.

In the recent years, the Vietnamese economy in general, the mobile communications market and mobile operators in particular, in the context that Vietnam has become the 150th member of the World Trade Organization, have been on the process of strong development and international economy integration. Vietnamese enterprises have been facing with keen competitions. To gain advantages in the competitive market, the enterprises must mobilize new resources, value added services on one hand and use their resources economically, on the basis of a long-term, comprehensive and strategic structural planning. The business activities of Vietnamese enterprises nowadays are not only limited within the territory but also expand to other regions/countries in the world. Therefore, the question raised to enterprises is how to improve their competitiveness both in the local and international market.
With low level and weak potential of the enterprises in all aspects, way to improve the effectiveness of production and business activities become the top concern of all enterprises. Particularly in the era of information technology boom, the role of information in improvement of business effectiveness has been continuously increasing. Meanwhile, investment in marketing and customer relationship has not been fully awared by enterprises as its true role in the increasingly competitive business environment.
Vietnamese enterprises in the process of integration have many opportunities as well as challenges. For example, Vietnamese enterprises shall have chance to access to new technologies, to have more foreign investors and customers but also face various challenges in respect of capacity, competition, management level, etc.
Therefore, the application of information management systems now is recognized as a concerned issue not only of the industry’s steering committee but also all Vietnamese enterprises as well as mobile operators in particular. Mobile communications nowadays constitute an integral part of our life and the struggle among the mobile networks in Vietnam becomes more and more drastically. For such reasons, the theme: “Solution to perfect the Customer Relationship Management system of Vietnam Mobile Telecom Services Company – MobiFone” is selected.
The thesis begins to define CRM and propose a CRM model, then analyze and evaluate reality of CRM system application at MobiFone base on that model, therefore identify issues and propose solutions to perfect CRM system at Vietnam Mobile Telecom Services Company – MobiFone.

Abstract i
Acknowledgements iii
Tables of Contents iv
List of Tables vi
List of Figures vii
Abbreviations viii
Chapter 1 Introduction 1
1.1. Overview of mobile communications industry in Vietnam 1
1.1.1. Introduction of mobile communications industry 1
1.1.2. Mobile phone market in Vietnam 2
1.1.3. Roles of mobile communications industry in Vietnam 10
1.1.4. Business environment of mobile communications industry in Vietnam 11
1.2. Overview of Vietnam Mobile Telecom Services Company (MobiFone) 14
1.2.1. Establishment of the Company 14
1.2.2. Functions and tasks of the company 15
1.2.3. Structural organization of the company 15
1.2.4. Major business results of the company 19
1.3. Importance of study 22
1.4. Objectives and mission of study 23
Chapter 2 Literature Review 25
2.1. Basic theoretical review on customer relationship management 25
2.1.1. Concept 25
2.1.2. CRM viewpoints 26
2.1.3. Benefits and importance of CRM for enterprises 30
2.1.4. A CRM model 34
2.1.5. Implementation process of CRM in enterprises 37
2.2. Evaluation functions of CRM system 40
2.2.1. Evaluation functions of CRM system 40
2.2.2. Evaluation on CRM model 43
2.3. Chapter’s conclusion 45
Chapter 3 Research Methodology 45
3.1. Research procedures 45
3.2. Research methods 46
3.3. Data collection 47
3.4. The pilot survey 48
3.5. Data analysis 49
Chapter 4 Data Analysis and Results 51
4.1. The survey result 51
4.2. Customer Relationship Management (CRM) system at Vietnam Mobile Telecom Services Company - MobiFone 53
4.3. Analysis and evaluation of application steps of CRM system at the company 57
4.3.1. Build up customer database 57
4.3.2. Data analysis and statistics 60
4.3.3. Customer selection 62
4.3.4. Relationship building 66
4.3.5. Efficiency evaluation 68
4.4. Discussion about the result of the research 77
4.4.1. The Company’s strong points and achieved results in CRM system application 77
4.4.2. Some remaining issues of the company 78
4.4.3. Solutions to perfect the CRM system at the company 79
Chapter 5 Limitation and Research Conclusion 98
5.1. Limitation 98
5.2. Conclusion 98
References 99
Appendix 1 – Questionnaire Survey 103
Autobiography 106

[1].Company Report, 2009, “Reports on business and production results in 2006, 2007, 2008 of MobiFone”, The public 15th Anniversary of MobiFone.
[2].Company Report, 2010, “Reports on business of VNPT”, The Labor Heroes Title Receiving and 2010 Plan Implementation Conference of VNPT.
[3]Beeline PR for MobiFone, 2010, Website: http://tintuconline.com.vn/vn/congnghe/434330/index.html

[4].Summary of mobile current mobile phone operators in Vietnam, 2009, Website: http://www.mobifone.com.vn; http://www.vinaphone.com.vn;
http://www.vietteltelecom.vn; http:www.beeline.vn, http://www.evntelecom.com.vn, http://sphone.com.vn

[5].About MobiFone, 2010, Website: http://www.mobifone.com.vn/web/vn/home/mobifone_history.jsp

[6].Company Report, 2010, “Introduction of Mobile Telecom Communications Centers under MobiFone”, Mobile Telecom Communications Centers.
[7]MobiFone subscription growth from 1993 to 2010, 2010, Website http://www.mobifone.com.vn/web/en/home/mobifone_history.jsp

[8].Company Report, 2010, “Reports on business of VNPT”, The Labor Heroes Title Receiving and 2010 Plan Implementation Conference of VNPT.
[9].MobiFone achievements, 2010, Website: http://www.mobifone.com.vn/web/en/home/mobifone_prizes.jsp

[10].Nguyen Tran Long, 2010, “Why MobiFone took all customer care titles”, Website: http://www.ictnews.vn/Home/vien-thong/Vi-sao-MobiFone-vo-het-cac-giai%C2%A0cham-soc-khach-hang/2010/03/1CMSV526088/View.htm

[11].Le Ngoc Minh-Director of VMS, 2009, “Reports on business of MobiFone in 2009”, 2010, Plan Implementation Conference of MobiFone.
[12].Mobifone Report, 2009, “Reports on business and production results in 2006, 2007, 2008 of MobiFone”, The Public 15th Anniversary of MobiFone.
[13].Le Ngoc Minh-Director of VMS, 2009, “Reports on business of MobiFone in 2009”, 2010, Plan Implementation Conference of MobiFone.
[14].Nevin, J. R., 1995, Fall, “Relationship Marketing and Distribution Channels: Exploring Fundamental Issues”, Journal of the Academy Marketing Sciences,
pp. 327-334.
[15].Bickert, J., 1992, May, “The Database Revolution.” Target Marketing, pp.14-18.
[16].Jackson, B. B., 1985, “Winning and Keeping Industrial Customers: The Dynamics of Customer Relationships”, Lexington, MA: D.C. Heath.
[17].Carman B. – Lather J., website: http://www.unr.edu

[18].Vince K., “CRM in a Down Market”, Website: http://www.kellen.net/CRM_in_a_down_market.ppt

[19].Atul P. and Jagdish N. Sheth, 2001, 2002, “Customer Relationship Management: Emerging Practice, Process, and Discipline”, Journal of Economic and Social Research 3, Preliminary Issue, pp 1-34
[20].Duc Nga, Hong Van, 2007, “Road to the Post and Telecommunication Industry in Vietnam”, Youth Publication
[21].Nguyen Nhu Anh, 2007, “CRM and applications in Post and Telecommunications in Vietnam”, Website http://www.tapchibcvt.gov.vn/News/PrintView.aspx?ID=16426.

[22].Nguyen Nhu Quynh, 2007, “For the best CRM”, Website: http://www.crmvietnam.com/index.php?q=node/676

[23]Nguyen Van Dung, 2008, “Customer relationship management”. Communication & Transportations Publication
[24].Nguyen Nhu Anh, 2007, CRM and applications in Post and Telecommunications in Vietnam, Website: http://www.tapchibcvt.gov.vn/News/PrintView.aspx?ID=16426.

[25].Nguyen Nhu Quynh, 2007, “For the best CRM”, Website: http://www.crmvietnam.com/index.php?q=node/676

[26].Nguyen Nhu Quynh, 2007, “For the best CRM”, Website: http://www.crmvietnam.com/index.php?q=node/676

[27].Training documents, 2009, “The Process of customer services and claim settlement at MobiFone”, Company’s training staff.
[28].Training documents, 2009, “The Customer Care System Guidelines”, Company’s training.
[29].Training Documents, 2009, “The surveys on customer satisfactions at MobiFone”, Company’s training.
[30].Training Documents, 2009, “Process on handling of customer calls at MobiFone”. Company’s training staff.
[31].Company Report, 2008, “Reports on business and production results in 2006, 2007 of MobiFone”. The Public 2008 Plan Implementation Conference of MobiFone.
[32].Company Report, 2008, “Reports on business and production results in 2006, 2007 of MobiFone”, The Public 2008 Plan Implementation Conference of MobiFone.
[33].Company Report, 2008, “Reports on business and production results in 2006, 2007 of MobiFone”. The Public 2008 Plan Implementation Conference of MobiFone.
[34].Company Report, 2009, “The surveys by MobiFone on compliance of commitments to customers”, The Company’s labor meeting.
[35].Company Report, 2009, “The surveys by MobiFone on compliance of commitments to customers”. The Company’s labor meeting.
[36].Company Report, 2009, The surveys by MobiFone on compliance of commitments to customers, The Company’s labor meeting.
[37].Company Report, 2009, The surveys by MobiFone on compliance of commitments to customers. The Company’s labor meeting.
[38].Company Report, 2009, The surveys by MobiFone on compliance of commitments to customers. The Company’s labor meeting.
[39].Company Report, 2009, The surveys by MobiFone on compliance of commitments to customers. The Company’s labor meeting.
[40].BSC JSC, 2009, “BSC-VENUS Guidelines 2009”, Website: http://www.bscsoft.com.vn

[41].BSC JSC, 2009, “BSC-VENUS Presentation 2009”, Website: http://www.bscsoft.com.vn