校園顧客關係管理系統雛型設計與研究

The Campus Customer Relationship Management System Prototype from design and research .

劉興智(Hsing-Chih Liu)

指導教授 ： 林耀欽

元智大學/資訊學院/資訊管理學系/碩士(2005年)

摘要

大學教育服務業的專業性極需顧客與服務者之間高度參與特性，才能確保服務過程之品質。校園實施顧客關係管理，將可大幅提昇行政業務效率及顧客服務滿意，在校園顧客關係管理活動觀念中，學校是透過顧客社群與校方所共同經營，經過校園顧客關係管理循環活動，顧客和學校雙方都因此可以學習到更多創新知識與未來營運方向。建構新一代校園CRM系統，必須具備完善的校園資訊基礎建設，校園CRM資訊系統強調利用現有校園資訊基礎建設附加價值。在此校園電算中心則有其優勢可以任之。此外，隨著顧客個人化意識的抬頭，現今對於影響顧客關係的因子，已經可以透過資訊技術分析出，當瞭解關係變化的影響因子時，學校則需要持續不斷的修正及改善行動。隨著大學招生競爭的激烈，如何透過顧客關係管理系統更接近顧客的想法，即能掌握市場先機，所以校園顧客關係管理亦是學校建構全球運籌經營環境的絕佳策略。

關鍵字

顧客關係管理 ； 校園資訊基礎建設 ； 個人化

並列摘要

The profession of the university education service is achieved by the intense participation between the customer and the service provider, which can insure the quality of the service process. Employing the management of customer relationship on campus will highly raise the administrative efficiency and the customers’ satisfaction with the service. According to the concepts of customer relationship management on campus, the school is operated by both the customer group and the school administrative system. By way of the customer relationship management circulation activity on campus, the customer and the school both can learn more about the creative knowledge and the direction of the school operation in the future.，To construct a new generation campus CRM system, we need a perfect campus information infrastructure. The campus CRM information system emphasizes the utilization of the additional value of the existing campus information infrastructure. The computer center on campus has the advantage to be qualified for this mission. In addition, with the evolvement of the personalized consciousness of each customer, we can analyze the factors influencing the customer relationship at the present time through some information technology. After realizing the factors influencing the variation of the relationship, the school needs to keep on correcting and improving itself. As the university enrollment becomes more and more intense, the one who knows how to get closer to the thoughts of the customer through the customer relationship management system is the one who can first seize the chance in the market. Therefore, the management of the customer relationship on campus is also the best strategy for the school to construct an environment of global management and operation.

並列關鍵字

Customer Relationship Management ； Campus Information Infrastructure ； personalize

參考文獻

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