000			04433nas|a2200469 i 4500
005			20260818094331.0
008			020709s2001 th u m rtt 00| a1eng d
035			_a.b11856828
099		9	_aAIT RSPR no. SM-01-111
100	1		_aChi, Chu Ying
245	1	0	_aE-commerce and customer relationship management systems
260			_aBangkok : _bAsian Institute of Technology, _c2001
300			_a53 leaves
490	1		_aResearch studies project report ; _vno. SM-01-111
500			_aA research study submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration,School of Management
502			_aResearch Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001
520			_aMost of the for-profit and not-for-profit organizations in the world, whether or not their businesses had prior involvement with the high-tech sector, are scrambling to understand and embrace the ever growing Internet and World Wide Web into their business processes. The reason is obvious: To enhance their current operations as well as to create new strategic opportunities by taking advantage of the global reaching nature of this new medium. According to the 80/20 rule, it is stated that 80% of a business's sales or profit is coming from 20% of the customer base. And according to the customer relationship management system provider NCR, the cost of gain a new customer and earn a profit from it is 10 times higher than earning a profit from a existing customer. And if we can increase the customer retention by just 5%, the potential increase in sales and subsequent profit can be up to 60%. This all can be served as proofs of the importance of understanding the customer's needs, as well as the urgency for every organization to develop better mechanisms of servicing customers and build a tighter relationship. And the rise of the Internet, and E-commerce, is posing the greatest threat as well as opp01tunity so far to all the business organizations to develop such mechanisms for better customer services, retention and profitability. This research aims to study the impact of the Internet on the customer relationship management systems of companies by looking at B2C components of companies in two distinctive industries: stock brokerage and book distribution by picking the reputable E commerce concerns in the respective industries. A special study of Commerzbank AG of Germany will further illustrate the administrative and project implementation side of CRM and the lessons learned by this major German commercial bank. The research will also try to make a comparison study of the differences exist between the pure on line companies and the brick-and-mortar firms which have adopted B2C E-business solutions.
650	1	0	_aElectronic commerce _xCustomer services
650	1	0	_aCustomer relations
700	1		_aBechter, Clemens, _eChairperson
700	0		_aSununta Siengthai, _eExamination Committee
700	1		_aLee, Sang-Kon, _eExamination committee
810	2		_aAsian Institute of Technology. _tResearch studies project report ; _vno. SM-01-111
856			_3Full-Text _uhttp://203.159.5.9/ait-thesis/detail.php?q=B07304
907			_a.b11856828 _bmnait _cu
902			_a240618
998			_b0 _c020709 _dm _ea _fu _g0
945			_lmnait
945			_lmnait
945			_lmnarc
945			_lmnarc
945			_lmnarc
942			_c20
942			_c22
942			_c40
909			_aBarcode : 30050120923163 _bCREATED : 2002-06-14 _cRECORD # : i1228564x _dLPATRON : 1015754 _eLCHKIN : 2004-04-08 _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 0 _iTOT CHKOUT : 7 _jTOT RENEW : 2
909			_aBarcode : 30050120905558 _bCREATED : 2002-06-14 _cRECORD # : i12285651 _dLPATRON : 1017126 _eLCHKIN : 2005-01-04 _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 0 _iTOT CHKOUT : 5 _jTOT RENEW : 4
909			_aBarcode : 30050120378947 _bCREATED : 2012-10-10 _cRECORD # : i12703023 _dLPATRON : 1026159 _eLCHKIN : 2017-04-20 _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 1 _iTOT CHKOUT : 1 _jTOT RENEW : 0
909			_aBarcode : 30050160080643 _bCREATED : 2016-05-18 _cRECORD # : i12981254 _dLPATRON : 0 _eLCHKIN : - _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 0 _iTOT CHKOUT : 0 _jTOT RENEW : 0
909			_aBarcode : 30050120991236 _bCREATED : 2020-04-22 _cRECORD # : i13270011 _dLPATRON : 0 _eLCHKIN : - _f# RENEWALS : 0 _g# OVERDUE : 0 _hIUSE3 : 0 _iTOT CHKOUT : 0 _jTOT RENEW : 0
999			_c32257 _d32257