摘 要
當企業欲建構顧客關係管理系統時，這些概念要如何將先進的IT融入資訊系統，轉化為具體可行的方案，仍然相當模糊。尤其，顧客關係管理系統在製造產業界的應用仍屬起步的階段，在台灣以及亞太地區，目前導入的案例也偏重在電信業與金融產業，在製造業界導入顧客關係管理系統的比率尚低，可以參考的案例極少的情況下，其顧客關係管理資訊系統的發展實面臨許多困境。
本研究係透過質化研究方法，從台灣製造企業界已規劃建置顧客關係管理資訊系統的成功案例中，以脈絡主義理論探討其在產業特性、企業需求、企業文化與組織變革等面向上，企業實務的運作狀況及其所發生的問題，再運用CBA理論架構，分析實務企業界顧客關係管理的資訊科技架構，此架構的運用不但可以讓企業使其IT架構與企業能力產生緊密的凝聚關係，更可藉由架構中層次間的指導與支援，讓企業依序推導出其所需要的科技元件，以及當考慮企業能力的轉移時所需要取得或建立的IT元件。本研究從中獲得幾項啟示，作為臺灣製造業發展CRM系統與後續研究的參考。

Abstract
While many enterprises nowadays building their customer relationship management (CRM) actively, it is still indistinct how to bring the advanced IT into current system and convert it to a feasible solution. Especially, the application of CRM system in the manufacturing industry is in the preliminary stage. So far in Taiwan and Pan-Asia, the implemented CRM cases are laid particular stress on telecom and financial industry. Due to very few reference cases in the manufacturing industry, the development of CRM system is in a predicament.
This research use the Qualitative Research method to study the cases in Taiwan manufacturing industry which have planned and implemented its CRM IT Architecture successfully. By contextualism theory, this research study enterprise’s actual operations and questions within the factors of industry characteristics, enterprise demands, enterprise culture and organization changes. And then, based on Capability-based architecture (CBA), this research analyzed the enterprise CRM IT architecture. The CBA not only help to create tight-knit relationship between IT architecture and business capability, but also support enterprise to find out its required IT components by the mechanism of direction and support in the layered architecture. Additionally CBA facilitate enterprise to obtain the required IT components when business capability changed. This research found out several implications which provide the references for manufacturing industry and follow-up research.

第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 4
第三節 研究目的5
第二章 文獻探討 7
第一節 顧客關係管理的定義與理論架構 7
第二節 顧客關係管理與資訊系統架構 22
第三節 以能力為基礎的架構 25
第三章 研究方法 28
第一節 研究方法 28
第二節 研究架構 30
第三節 個案選擇 32
第四節 資料收集方法 34
第四章 個案探討35
第一節 個案簡介 35
第二節 事件與行動概述 36
第三節 個案CRM系統規劃建置的背景與內容38
第四節 由文化觀點闡述個案CRM系統規劃建置的過程 48
第五節 由政治觀點闡述個案CRM系統規劃建置的過程 51
第五章 個案分析 61
第一節 企業需要具備的能力61
第二節 企業需要的功能組件 62
第三節 IT能力 64
第四節 IT組件 68
第五節 個案分析彙整71
第六章 結論與建議72
第一節 企業顧客關係管理IT架構之規劃的啟示 72
第二節 研究貢獻 74
第三節 後續研究建議 74
參考文獻 76

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