A Study on Critical Success Factors of Fire Safety Facility Maintenance Industry via Customer Relationship Management

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题名:	A Study on Critical Success Factors of Fire Safety Facility Maintenance Industry via Customer Relationship Management
作者:	Hung, Ting-Chu
贡献者:	Department of Business Administration Shuo-Chang Tsai
关键词:	Fire Safety Facility Maintenance Industry;Customer Relationship Management;Analytic Hierarchy Process (AHP)
日期:	2012
上传时间:	2012-11-18 08:56:39 (UTC+0)
出版者:	Asia University
摘要:	The study aims to explore the key factors behind the successful introduction of Customer Relationship Management（CRM） into the Fire Safety Facility Maintenance sector and to establish assessment criteria for CRM introduction via literature review, specialist interviews and Analytic Hierarchy Process （AHP）. Specialists such as industry associations and professional organizations that were experienced with CRM were surveyed in this study. Also, Microsoft Office Excel and Expert Choice 11.5 （2010） were utilized for weight computing and prioritizing of the assessment criteria. It is hoped that the study can serve as a useful reference for suppliers in this Industry. The study shows that among five assessment criteria, the triangular collaborative relationship between building and construction authority, Fire protection companies and customers has the highest weight （28.8%）; weight percentages for the rest four criteria are: establishing contact channels between customers and fire protection companies （25.0%）, integrating the stakeholders of CRM （19.3%）, providing customers with interactive IT tools （14.4%）, and utilizing customer database （12.5%）, respectively. Among the fifteen assessment elements, the top five are familiarizing customers’ price ranges and handling emergencies （11.9%）, establishing contact channels such as by phone, post, or fax (10.3%), categorizing different types of suppliers and their social circles （9.4%）, setting up comprehensive advisor service for on-site technical issues （8.2%）, and establishing partnership with upstream equipment suppliers of fire protection （8.0%）, respectively.
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