本研究主要是透過對相關文獻理論的整理回顧和研究，了解顧客關係管理與相關資訊科技之發展狀況，以及分析探討包括顧客關係管理與資訊科技的相關議題與管理模式等。主要重點是在於分析與探尋最適的資訊科技與運用，以為顧客關係管理的最適模式，並對個案公司（盛餘公司）提出妥適建議，做為該公司在進行規劃與建構企業外網路(Extranet)時的理論基礎與實務運用的參考。
第一章緒論，說明本研究的動機、背景、研究目的，研究步驟流程與架構以及研究限制。
第二章文獻探討，主要是依據相關文憲，探討有關顧客關係管理的概念與相關議題以及資訊科技在顧客關係管理的發展與運用和資訊科技運用在顧客關係管理的相關議題。第三章是針對鋼鐵產業概況和盛餘公司的概況做一了解分析，並且對個案公司在顧客關係管理上的資訊科技運用與鋼鐵產業顧客關係管理的資訊科技運用現況做一分析與了解。
第四章則是對個案盛餘公司公司在建置企業外營運網路 (Extranet)的相關事實與問題做了解與分析研究，並提供建議。
第五章則對本次研究所獲得的啟示與未來的展望做一總結論。

The procedures of the study are mainly through the review on the relevant reference documents related to the subject of those have been published domestically and internationally, meanwhile to get a better understanding on the most recent development on Information Technology and its associated models which are being applied to the customer relationship management by the organizations and/or business units in the world. Then, through the investigation and review on steel industries to understand the real situations domestically and internationally, specifically to focus on the Sheng Yu Steel Co., Ltd. As an example, for which to plan the implementation of Extranet System for the improvement of Customer Relationship Management (CRM) by using Information Technology, what problems it will be faced and how is the best strategyfor this implementation. Then after the completion of the study, to make a constructive recommendation to the Sheng Yu Steel Co., Ltd as an useful reference when the Extranet system to be planned and implementedfor.

In Chapter-1 〝Introduction〞，to descibe the backgroud, purposes, procedures and the limitation related to the study；in Chapter-2, the major is concentrate on the review and understand on the relevant documents of the subject related；in Chapter-3, specifically to focus on the existing situations of the steel industries and the Sheng Yu Steel Co., Ltd. how it is the current situation to the subject issue；in Chapter-4, to have further investigation on recent situations for the use of Information Technology in Sheng Yu Steel Co., Ltd. to make a recommendation for their reference whn they plan for the implementation of Extranet System for the improvement of Customer Relationship Management；and finally, in Chapter-5, to describe the findings and issues for whicht to be expected to have further study in the future to come up a generalized model for which can be applied to all companies not only for steel industies but also to all conventional enpterprises as an important and valuable reference guideline.

第一章 緒……………………………………………… 1
第一節 研究動機與背景……………………………… 1
第二節 研究目的……………………………………… 2
第三節 研究步驟與流程……………………………… 3
第四節 研究限制……………………………………… 5
第二章 文獻探討 ………………………………… 6
第一節 顧客關係管理………………………………… 6
第二節 資訊科技在顧客關係管理的發展與運用…… 26
第三節 資訊科技運用在顧客關係管理的相關議題… 31
第三章 鋼鐵產業資訊科技運用現況分析 ……… 35
第一節 鋼鐵產業概況 ……………………………… 35
第二節 鋼鐵產業顧客關係管理之資訊科技運用現況 41
第三節 個案公司概況 ……………………………… 49
第四節 個案公司顧客關係管理與資訊科技運用現況 50
第四章 個案公司建置企業外網路之研究………… 61
第一節 建置目的與建置範圍……………………… 61
第二節 Extranet的建置與營運策略 ……………… 65
第三節 Extranet在顧客關係管理之效益 ………… 74
第四節 對個案公司建置企業外網路之建議……… 77
第五章 結 論 ……………………………………… 86
第一節 資訊科技在顧客關係管理實務應用上的啟示 86
第二節 相關論題未來研究的展望 ………………… 88

中文參考文獻………………………………………… 91
英文參考文獻………………………………………… 93


表 目 錄

表2-1獲得商業的生命週期的七個階段 …………… 15
表2-2 顧客關係生命週期的活動功能、工具和潤滑要素16
表2-3 電子商務所涉及的相關法令 ………………… 34
表3-1 冷軋、熱浸、烤漆鋼品供需預測表 ………… 36
表3-2 鋼鐵業擴充產能之原料取得及行銷通路狀況表 39
表3-3 策略聯盟依結盟對象評估效果 ……………… 40
表3-4 目前國外鋼鐵電子商務網站發展形態 ……… 43
表3-5 資訊收集項目分析運用 ……………………… 58
表4-1客戶端 Extranet 系統運作模式 …………… 70
表4-2 連結的對象、訊息和作業範圍 ……………… 72
表4-3有形效益(Extranet B2B應用項目) ………… 77
表4-4無形效益(Extranet B2B應用項目) ………… 77
表4-5 Extranet導入前後作業模式與系統之因應與調整81

圖 目 錄

圖1-1研究流程與架構 ……………………………… 4
圖2-1電子商務基本概念(1) ………………………… 21
圖2-2電子商務基本概念(2) ………………………… 22
圖2-3 電子商務流程 ………………………………… 23
圖2-4 顧客關係管理在電子化企業的角色………… 30
圖2-5 電子化的顧客價值管理 ……………………… 30
圖3-1中鋼電子商務系統與產業的關係圖 ………… 45
圖3-2 中鋼為下游廠商提供的服務圖……………… 45
圖3-3 中鋼電子商務　畫面之一…………………… 46
圖3-4 中鋼電子商務　畫面之二…………………… 46
圖3-5 東和鋼鐵電子商務 畫面之一………………… 47
圖3-6 東和鋼鐵電子商務 畫面之二………………… 47
圖3-7 東和鋼鐵電子商務 畫面之三………………… 48
圖3-8 盛餘公司現行上下游顧客主要產品價值鏈與廠商關聯圖 …… 51
圖3-9 現行顧客服務體系關係圖…………………… 52
圖3-10售前技術服務流程…………………………… 53
圖3-11 顧客服務互動關聯圖………………………… 54
圖3-12顧客滿意調查作業流程圖…………………… 56
圖3-13 主要系統關聯圖 …………………………… 59
圖3-14 營業系統關聯圖 …………………………… 60
圖3-15 現行營運作業模式 ………………………… 61
圖4-1 企業外網路示意圖 ………………………… 63
圖4-2 企業對顧客一對一關係管理示意圖 ……… 63
圖4-3 盛餘公司價值鏈關聯示意圖 ……………… 64
圖4-4 盛餘公司現有網路架構示意圖 …………… 65
圖4-5 盛餘計劃建制ExtranetB2B範圍示意圖 …… 65
圖4-6 初期先導的作業範圍………………………… 68
圖4-7 Extranet客戶端運作模式示意圖之一……… 71
圖4-8 Extranet客戶端運作模式示意圖之二……… 71
圖4-9 Extranet未來運作模式示意圖之一………… 73
圖4-10 Extranet未來運作模式示意圖之二 ……… 74
圖4-11電子商務整合平台與電子化網站應用服務系統82

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