臺灣博碩士論文加值系統

客戶是是企業重要的資產，直接關係到企業的獲利及生存，客戶購買產品，帶來營收，客戶的意見也促進產品的改善，帶來企業進步的動力，不管有沒有導入資訊系統，作好客戶關係管理(Customer Relationship Management)對企業達成營利目標來說都是相當重要的，非營利組織(NPO)不是以營利為目標，但同樣有為達到其異象(vision)而有的服務對象、具體產品或服務，也有其異象的支持者，企業在為達到其經營目標而必須了解其客戶的精神或具體作法也同樣存在於非營利組織中，只是形式或許有些不一樣，目的也不盡相同，CRM在企業的應用若經過調整，可以有效率地幫助非營利組織更清楚達成其異象所必須採取的作法，了解其服務的對象或支持者，本研究以教會為例，探討「CRM對教會有幫助嗎?」以及「教會該如何應用CRM?」。以教會為例，教會牧養關係中的各層級領袖可類比於企業組織中的各級主管，而透過CRM概念而應用到教會的牧養關係管理(PRM Pastoral Relationship Management)，可以在教會的「小組牧養關懷」、「小組發展策略」、「裝備信徒」、「職場宣教」、「家庭宣教」、「植堂」、「佈道」這幾方面產生具體的影響。

Customers, being important assets to an enterprise, directly relate to the latter’s profitability and survival. Customers buy products to generate revenue. Their feedbacks also promote the improvement of products and drive an enterprise to develop forward. With or without an information system, good CRM (customer relationship management) is extremely important for an enterprise to achieve its profit targets. Though a non-profit organization (NPO) does not pursue profits, it has service objects, concrete products or services for achieving its vision, or supporters of its vision. The spirit and practice of making every effort possible to know their customers which is usually adopted by an enterprise in order to achieve its business objectives could also be seen to exist in non-profit organizations. It’s just such spirit and practice that is slightly different in form or the goal. If adjusted, the application of CRM in enterprises could also effectively help non-profit organizations to understand more clearly the practice they have to take in order to achieve their visions and understand the objects of their services or supporters. Exampled with the church, this study explores whether CRM helps the church and how should churches apply CRM. Leaders at all levels in the church pastoral relationship could be compared to managers at all levels in a corporate organization, while PRM (pastoral relationship management) applied to churches via CRM could generate specific impacts on group pastoral care, group development strategies, equipment of true believers, business as mission, family as mission, church planting and preaching.

English version Thesis:Table of Contents
Chapter 1 Introduction 1
1.1 Study background and motive 1
1.2 Major questions to be investigated in the study 1
1.3 Study methods and processes 2
Chapter 2 Investigation into CRM and the church status 3
2.1 Investigation into concept CRM 3
2.2 Is CRM useful for non-profit organizations? 3
2.2.1 CRM benefits enterprises despite cases of failures 3
2.2.2 Can CRM be applied in NPO and bring to them profits? 4
2.3 Development status quo of the church 5
2.3.1 Churches in Taiwan and the selection of representative churches 5
2.3.2 About Taipei Truth Lutheran Church 6
Chapter 3 How can CRM influence churches’ decision-making process? 8
3.1 How does CRM influence churches’ decision-making process? 8
3.2 Leaders successfully apply the CRM concept in strategic decision-making 10
3.3 Notice whether conflicts exist between visions, beliefs and doctrines. 11
3.3.1 Attention to the CRM concept, NPO’s visions and basic beliefs 12
3.3.2 Discussion of the CRM concept, church doctrines and Bible beliefs 12
3.3.3 CRM could bring about positive help without prejudice to the church’s vision and belief. 13
3.4 Matters that churches should pay attention to in applying CRM 14
3.4.1 On the relationship between CRM and church growth 14
3.4.2 Data should not be the only factor to be paid special attention to when CRM is applied to churches. 15
Chapter 4 How should churches practically apply the CRM concept and system? 16
4.1 A comparison of cell group church organization and enterprise organization 16
4.2 Relocation of relations, and the emergence of PRM (Pastoral Relationship Management) 17
4.3 Based on cell groups to frame and plan PRM functions 18
4.4 Systematic data collection of CRM and PRM 19
4.5 PRM stresses the results of data analysis 20
Chapter 5 Influences of the practical introduction of PRM on churches 22
5.1 Influence of PRM on group pastoral care 22
5.2 Influence of PRM on group development strategies 23
5.3 Influence of PRM on the equipment of true believers 25
5.4 Influence of PRM on workplace missions 25
5.5 Influence of PRM on family missions 26
5.6 Influence of PRM on church planting strategies 26
5.7 Influence of PRM on church preaching strategies 27
Chapter 6 Conclusion 28

Appendices：Chinese Version of This Thesis
目錄Table of Contents
第一章 緒論 1
1、研究背景與動機 1
2、本研究主要探討的問題 1
3、研究方法與流程 2
第二章CRM概念與教會發展現況探討 4
1、CRM概念探討 4
2、CRM對非營利組織有用嗎? 4
(1) CRM為企業帶來利益，但也常有失敗的案例 5
(2)CRM可以應用在非營利組織中並帶來效益嗎? 6
3、教會發展現況 7
(1)台灣基督教會發展現況及代表性教會的挑選 7
(3)台北真理堂簡介 8
第三章CRM概念如何影響教會佈道策略的決策過程 10
1、顧客關係管理概念如何影響在教會佈道策略的決策過程 11
2、CRM的概念被組織領導者成功應用於策略決策上 13
2、CRM真的對教會有幫助嗎?注意異象、信念及教義是否有衝突。 15
(1)注意CRM概念與非營利組織的異象及基本信念 15
(2) CRM概念與教會教義、聖經信仰的探討 15
(3)在不違背教會異象及信念下，CRM可以帶來正面的幫助 17
3、CRM應用在教會要注意的事項 18
(1)CRM與教會增長的關係討論 18
(2) CRM用在教會上要特別注意的，不應該只是數字 19
第四章 教會該如何實際應用CRM概念與系統 21
1、小組化教會組織與企業化組織的概念比較 21
2、關係的重新定位，PRM(Pastoral Relationship Management)的產生 23
3、依教會牧養組織-小組，架構規劃PRM功能 24
4、CRM與PRM系統性的收集資料 25
5、PRM所看重的資料分析結果 26
第五章 PRM系統實際導入對教會的影響 28
1、PRM對教會小組牧養關懷的影響 28
2、PRM對教會小組發展策略的影響 30
3、PRM對教會裝備信徒的影響 31
4、PRM對教會發展職場宣教的影響 32
5、PRM對教會發展家庭宣教的影響 32
6、PRM對教會植堂策略的影響 33
7、PRM對教會佈道策略的影響 34
第六章 結論 35

References
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[13]Christian Daily, April 20, 2012
http://news.dhf.org.tw/NewsPrint.aspx?key=2250