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研究生: 阮文鍾
研究生(外文): Nguyen Van Chung
論文名稱: The Analysis of Model for Mobile CRM
論文名稱(外文): The Analysis of Model for Mobile CRM
指導教授: 張鐸
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 100
畢業學年度: 99
語文別: 英文
論文頁數: 60
中文關鍵詞: Mobile customer relationship managementmobile commercepricingregulatorcampaign logic
外文關鍵詞: Mobile customer relationship managementmobile commercepricingregulatorcampaign logic
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  • 被引用:0
  • 點閱:15
  • 評分:*****
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  • 書目收藏:0
Nowadays mobile users love to check e-mails and many other applications in their mobile devices. E-commerce will soon become mobile commerce because mobile devices; in some respect are more convenient than computer. However, how business can nurture customer relationship as well as business can acquiring or maintain customer? That’s why this study wants to develop and analyze a model to assist business setup mobile customer relationship management. This paper present three respects in mobile customer relationship management which includes inside business, outside business and user’s view. Furthermore this paper is also present the relationship between them. Moreover we discuss the enterprise mobile security requirements. By surveying papers on mobile customer relationship management for models to be integrated, the research develops and analyzes a feasible model for mobile customer relationship management.

Nowadays mobile users love to check e-mails and many other applications in their mobile devices. E-commerce will soon become mobile commerce because mobile devices; in some respect are more convenient than computer. However, how business can nurture customer relationship as well as business can acquiring or maintain customer? That’s why this study wants to develop and analyze a model to assist business setup mobile customer relationship management. This paper present three respects in mobile customer relationship management which includes inside business, outside business and user’s view. Furthermore this paper is also present the relationship between them. Moreover we discuss the enterprise mobile security requirements. By surveying papers on mobile customer relationship management for models to be integrated, the research develops and analyzes a feasible model for mobile customer relationship management.

Abstract  i
Acknowledgment  ii
Table of Contents  iii
List of Figures  v
Chapter 1 Introduction      1
1.1.    What is CRM (Customer Relationship Management)?  1
1.2.    What is mCRM?  3
Chapter 2 Literature of Review  7
2.1.    Customer Relationship Management (CRM)  7
2.2.    Electronic Customer relationship management system (e-CRM)  8
2.3.    From CRM to mCRM  9
2.4.  CRM and Multiple Media  13
2.5.  An Example of a CRM System for Financial Service  15
2.6.  Overview of Mobile CRM  16
2.7.  Issues Underlying the Initiation of mCRM  19
2.8.  Theoretical framework of initiation of mCRM  20
Chapter 3 Research Methodology  23
3.1.    Research background  23
3.2.    Research purpose  25
3.3.    Research structure  26
3.4.    Research Approach: Qualitative  26
Chapter 4 Development of model  28
4.1.  Outside Business  31
  4.1.1. Technology  31
  4.1.2. Customer database  32
  4.1.3. Permission Database  33
  4.1.4. CRM System  34
  4.1.5. Gateways  35
  4.1.6. Media Mix  35
  4.1.7. Server      37
4.2.  Inside Business  38
  4.2.1. Marketing    38
  4.2.2. Regulatory  42
  4.2.3. Campaign Logic  42
  4.2.4. Pricing    43
  4.2.5. Mobile Infrastructure  44
  4.2.6. Number      45
4.3.  Use’s View      45
  4.3.1 Content Database and Content Creation  43
  4.3.2 Web Server  46
  4.3.3 Application server  47
4.4.  Security Requirements  48
  4.4.1 User Security Requirements  49
  4.4.2 Inside and Outside Business Security Requirements  51
Chapter 5 Conclusion  and Future Research  53
References  55


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