臺灣博碩士論文加值系統

掌握顧客資訊並且贏得新顧客以及留住舊顧客，一直以來都是大部分企業的關鍵問題。而大部分企業幾乎都是把顧客管理以及顧客資訊分開處理，不過顧客資訊與顧客管理是非常息息相關的。
本研究的目的就是將要建立一個能夠根據生命週期概念來流程化處理顧客資訊的CDM(Customer Data Management)雛型系統。本研究所提出的CDM雛型系統主要是建立在PDM (Product Data Management)系統所具有的生命週期概念上，並且以CRM (Customer Relationship Management)為系統的功能核心。CDM系統是由CRM中所延伸出來的，它可以幫助企業以事件導向的方式，流程化處理從銷售前到售後服務為止整個生命週期中的顧客資料。CDM系統的整體架構是以整合資訊系統結構的方法論來做分析與建立，並且以ARIS系統為分析工具。

Maintaining the customer’s information, acquiring the new customer and retaining the old customer are the critical issues for most enterprises. Most enterprises usually took apart of customer management and customer’s data; however, these two important issues should be linked tightly. The purpose of this study is to build a prototype for a customer data management (CDM) system which can process customer’s data based on the customer cycle life concept. The prototype of the proposed CDM system is built upon the core life cycle concept from product data management (PDM) as well as the core functions from customer relationship management (CRM). The CDM is an extension of the CRM and it can help enterprises to process customer’s data based on the flow-event processes which cover the whole life-cycle stages from pre-sales to after-services activities. The overall system frameworks are analyzed and built based on the architecture of integrated information systems methodology by using the ARIS system analysis tool.

目錄

封面內頁
簽名頁
授權書 iii
中文摘要 iv
ABSTRACT v
誌謝 vi
目錄 vii
圖目錄 x
表目錄 xii

第一章 緒論 1
1.1 研究背景 1
1.2 研究動機與目的 1
第二章 文獻探討 5
2.1 顧客關係管理 5
2.1.1 顧客關係管理相關名詞與內涵 5
2.1.2 顧客關係管理的發展 6
2.1.3 顧客關係管理之相關技術 7
2.1.4 顧客關係管理的推行步驟 12
2.1.5 顧客關係管理之執行架構 13
2.1.6 CRM的管理架構平臺 18
2.1.7 CRM 推行的益處 19
2.2 PDM介紹 20
2.2.1 PDM定義 20
2.2.2 PDM系統的架構 21
2.2.3 PDM系統的發展過程分為三個階段 22
2.2.4 PDM之功能 24
2.3 企業流程塑模工具ARIS 26
2.3.1 ARIS 的四個構面 28
2.3.2 ARIS的系統生命週期 29
2.4 CDM(顧客資料管理)介紹 30
第三章 Customer Data Management(CDM)系統的建立 34
3.1 CDM系統建立說明 34
3.2 CDM的功能 34
3.3 CDM系統之核心流程解說 37
3.4 以ARIS觀點分析CDM系統 43
3.4.1 組織觀點 43
3.4.2 功能觀點 45
3.4.3 流程觀點 46
3.4.4 資料觀點 48
第四章 CDM系統之細部探討 50
4.1 組織觀點 51
4.2 功能觀點 51
4.3 流程觀點 53
4.3.1 銷售前流程 53
4.3.2 售後服務流程 61
4.4 資料觀點 63
第五章 結論與後續研究 65
5.1 結論 65
5.2 後續研究 65
參考文獻 67

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