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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/2173

Title: Solutions to Perfect the Customer Relationship Management (CRM) System at Vietnam Mobile Telecom Services Company - MobiFone
Solutions to Perfect the Customer Relationship Management (CRM) System at Vietnam Mobile Telecom Services Company - MobiFone
Authors: 阮勢勇
Nguyen The Dung
Contributors: 資訊管理系碩士班
Keywords: CRM (Customer Relationship Management);Telecom Services Company
CRM (Customer Relationship Management);Telecom Services Company
Date: 2011
Issue Date: 2011-05-26 11:17:55 (UTC+8)
Publisher: 高雄市:[樹德科技大學資訊管理系碩士班]
Abstract: 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.
Appears in Collections:[資訊管理系(所)] 博碩士論文

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