隨著國際經濟環境的自由化、國際化、以及全球競爭者的策略性競爭階段,「顧客關係管理 (Customer Relationship Management, CRM)」成為企業重視的議題之一。本研究主要針對 B2B 顧客做探討,藉由文獻回顧及修正式德菲法 (Modified Delphi Method, MDM) 專家訪談,篩選出電子製造業顧客評選模式之五大構面及12項衡量指標,並以層級分析法 (Analytic Hierarchy Process, AHP) 建立評估模式,由問卷調查求取各衡量指標之權重,協助企業評選最適顧客以利企業內部資源分配,同時亦可針對其長期的客戶進行分析,作為提供服務及資源分配的依據。
With the liberalization and internationalization of the international economic environment, and the competition phase of the global strategic competitors, Customer Relationship Management (CRM) has become one of the topics most companies need to emphasize. This study focused on B2B customers to explore by literature review and Modified Delphi Method (MDM) interviews with experts, selected the five facets and 12 metric selection of electronics manufacturing industry for customer selection mode by using Analytic Hierarchy Process (AHP) to assess models, questionnaire strike by each measure of percentage, help enterprises to facilitate selection of the optimal customer allocation of internal resources, but will also be analyzed for its long-term customers, as the basis for providing services and resource allocation.