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題名：從顧客關係管理的觀點探討銀行業發展電子商務之策略
書刊名：管理與系統
作者：劉漢榆 引用關係／唐資文
作者(外文)：Liu, Han-yuh／Tang, Tzy-wen
出版日期：2003
卷期：10:1
頁次：頁23-39
主題關鍵詞：顧客關係管理；銀行業；電子商務；策略管理；Customer relationship management；EC；Banking industry；Strategic management
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(6) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:0
  • 點閱點閱:71
電子商務的發展對銀行業的影響將遠超過其它行業，而網際網路以重塑企業與顧客的關係。本文從顧客關係管理的觀點，探討銀行業發展電子商務的相關文獻，導引出銀行業以顧客關係管理發展電子商務的四個策略構面，包括通路管理、顧客資料管理、企業整體策略與資訊技術支援。並以歐美的典範案例與標竿銀行的具體作法，歸納出各策略構面的重點工作，可作為我國銀行業者發展電子商務的指引與後續相關研究的基礎。
The banking industry is highly information-intensive, and thus makes its competitive advantage through the EC (electronic commerce) strategy on customer relationship management (CRM). This paper is puzzled out four profitable EC/CRM business strategies, including contact channel management, customer information management, enterprise-wide strategy, and information technology support. It is also to review the best practices and events in the banking industry to find out the critical activities for every strategy. Hopefully, a business guide and a research framework to customer-effective EC strategy for the banking industry are provided.
期刊論文
1.史博言(19991100)。1999年度臺灣業者之顧客關係管理運用現狀調查報告。電子化企業經理人報告，3，9-15。  延伸查詢new window
2.Peppard, J.(2000)。Customer Relationship Management in Financial Services。European Management Journal，18(3)，312-327。  new window
3.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
4.Porter, Michael E.、Millar, Victor E.(1985)。How Information Gives You Competitive Advantage。Harvard Business Review，63(4)，149-160。  new window
5.Streeter, W. W.(2000)。Average Doesn't Win。ABA Banking Journal，92(9)，54-61。  new window
6.(1997)。Making Strategy。The Economist，342(8006)。  new window
7.Mandujano, M.(2000)。The Latin American CRM Banks。Bank Technology News，13(11)，51-55。  new window
8.楊麗君(2001)。臺灣金融史上最壞的一年。商業周刊，705，73-81。  延伸查詢new window
9.Tynan, T. G.(2000)。Web Adds Pressure for CRM。American Banker，165(77)，6-7。  new window
10.Lamparello, D.(2000)。Doing More for the Right Customers。Bank Systems and Technology，37(1)，R10-R11。  new window
11.Bielski, L.(2000)。E-Business Models Stress Putting the Customer First。ABA Banking Journal，92(7)，67-76。  new window
12.Colgan, J.、Bauer, C.(2001)。Planning for Electronic Commerce Strategy: An Explanatory Study from the Financial Services Sector。Logistics Information Management，14(1/ 2)，24-32。  new window
13.Baldock, R.(2001)。CRM Must Make Banks More Effective in Their Delivery to Customers, Not Just More Efficient。The Banker，151(899)，15-22。  new window
14.王學呈(2002)。2001年「100大金融業大調查」：神仙與狗贏家全拿。商業周刊，725，149-167。  延伸查詢new window
15.Coffey, J. O.(2001)。The Road to CRM Nirvana。Bank Systems & Technology，38(7)，34-38。  new window
圖書
1.Peppers, D.、Rogers, M.(1993)。The One to One Future: Building Relation-ships One Customer at a Time。New York, NY：Currency Doubleday。  new window
2.Armstrong, D.、Rosenoer, J.、Gates, J.(1999)。The Clickable Corporation: Successful Strategies for Capturing the Internet Advantage。The Clickable Corporation: Successful Strategies for Capturing the Internet Advantage。Chicago, IL：Arthur Andersen LLP。  new window
3.Turban, E.、King, D.、Lee, J.、Warkentin, M.、Chung, H. M.(2002)。Electronic Commerce: A Managerial Perspective。NJ：Prentice Hall。  new window
4.Seybold, Patricia B.(1998)。Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond。New York：Times Business。  new window
5.Dyche, J.(2001)。The CRM Handbook: A Business Guide to Customer Relationship Management。The CRM Handbook: A Business Guide to Customer Relationship Management。Reading, MA：Addison-Wesley。  new window
6.Brown, S. A.(2000)。Customer relationship management: A strategic imperative in the world of e-business。Ontario：John Wiley & Sons。  new window
7.Swift, R. S.(2000)。Accelerating Customer Relationships: Using CRM and Relationship Technologies。Upper Saddle River, NJ：Prentice Hall。  new window
8.Yin, R. K.(1989)。Case Study Research--Design and Method。Newburry Park, Calif：Sage Publications。  new window
9.Laudon, K. C.、Laudon, J. P.(2002)。Management Information Systems: Managing the Digital Firm。Upper SaddleRiver, New Jersey：Prentice-Hall International Inc.。  new window
10.Wayland, R. E.、Cole, P. M.(1997)。Customer connections: New strategies for growth。Harvard Business School Press。  new window
11.Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。  new window
12.Kalakota, R.、Robinson, M.(1999)。E-Business: Roadmap for Success。Reading, Mass.：Pearson Educational。  new window
13.Berry, L. L.(1995)。On Great Service: A Framework for Action。New York, NY：The Free Press。  new window
14.Kalakota, Ravi、Whinston, Andrew B.(1997)。Electronic Commerce: A Manager's Guide。Addison-Wesley Publishing Company, Inc.。  new window
15.Newson, P.、Schneberger, S.、Wade, M.、Parent, M.、Huff, S. L.(2000)。Cases in Electronic Commerce。Cases in Electronic Commerce。Boston, MA。  new window
16.(2000)。Creating Value in Financial Services: Strategies, Operations and Technologies。Creating Value in Financial Services: Strategies, Operations and Technologies。Norwell, MA。  new window
17.(2001)。Customer Relationship Management: The Ultimate Guide to the Efficient Use of CRM。Customer Relationship Management: The Ultimate Guide to the Efficient Use of CRM。Wiesbaden, Germany。  new window
18.Murphy, T.(2000)。Web Rules: How the Internet is Changing the Way Consumers Make Choices。Web Rules: How the Internet is Changing the Way Consumers Make Choices。Chicago, IL。  new window
19.Emory, C. William(1976)。Business Research Methods。Homewood, IL：Richard D. Irwin, Inc.。  new window
20.周樹林(2000)。北美新興軟體技術與電子商務應用趨勢分析。北美新興軟體技術與電子商務應用趨勢分析。臺北。  延伸查詢new window
21.黃啟晟(2000)。金融業資訊化應用發展趨勢分析。金融業資訊化應用發展趨勢分析。臺北。  延伸查詢new window
22.蔣珮瑋、黃淑琴、許瓊予、陳至哲(2001)。我國企業電子化應用現況與趨勢分析。臺北：財團法人資訊工業策進會資訊市場情報中心。  延伸查詢new window
23.Formant, C.(2000)。Customer Acquisition and CRM: A Financial Services Perspective。Customer Relationship Management: A Strategic Imperative in the World of E-Business。Toronto, Canada。  new window
24.Gandy, A.(2000)。Banking Strategies and Beyond 2000。Banking Strategies and Beyond 2000。New York, NY。  new window
25.劉慰祖、許瓊予、陳至哲、陳俊良、陳佳賢(2001)。我國電子商務市場發展現況與趨勢分析。我國電子商務市場發展現況與趨勢分析。臺北。  延伸查詢new window
26.Cyber Dialogue(2000)。Building Customer Relationships Through Analytical eCRM。Building Customer Relationships Through Analytical eCRM。New York, NY。  new window
27.洪毓祥(2001)。CRM系統架構與實務。CRM系統架構與實務。臺北。  延伸查詢new window
28.Gartner Group(2000)。Industry Forecast and Growth Factors: Online Banking and Electronic Bill Payment。Industry Forecast and Growth Factors: Online Banking and Electronic Bill Payment。Stamford, CT。  new window
其他
1.Chilcott, M.(2001)。Interactive Retailing for the New Economy Customer-Centric, Multi-Channel Retailing，沒有紀錄。  new window
2.Agarwal, R.，Chisholm, M.(2001)。US Financial Services Modernization: Legislation + Technology = Convergence，沒有紀錄。  new window
3.MicroStrategy(2001)。eCRM - A Technology-Based Marketing Phenomenon Remember Norman Rockwell，沒有紀錄。  new window
4.Graver, M.(2001)。Customer Loyalty: Deconstructing Satisfaction，沒有紀錄。  new window
5.Meta Group(2001)。Web Design/ Integration Crucial in CRM Strategy，沒有紀錄。  new window
6.Deral(2001)。漫談CRM架構與意義，沒有紀錄。  延伸查詢new window
 
 
 
 
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