Customer Value Creation by CRM System in Electronic Device Companies

The service industry accounts for about 70% of GDP of Japan, and the importance of the service innovation is pointed out. The importance of the system use and the support service increases in the information system that is one of the service industries. However, because the system is not used enough, the purpose for which it was originally intended cannot often be achieved in the CRM system. To promote the use of the system, the effective service method is needed. It is thought that the service model's making and the clarification of the success factors are necessary to improve the operation service of the CRM system. In this research the model of the operation service in the CRM system is made.

Authors:

• Hideki.Kobayashi
• Hiroshi.Osada

Keywords:

• Information system
• Operation service
• Serviceinnovation
• Solution

References:

[1] Japan Users Association of Information Systems, 2008, "The company
IT trend investigation 2008",
http://www.juas.or.jp/project/survey/it08/press-zu2008.pdf, 14, April,
2008, access on 29 September 2008.
[2] Barry Traylor, Jim Dickey, 2007, "the method of strengthening a
operating team", Diamond Corp., February, 2007.
[3] Tamotsu Harada, Hiroshi Sasaki,2008, "The service strategy of Japanese
companies", Chuokeizai-sha, February, 2008.
[4] James Teboul, 2007, "Service strategy Positioning of value
predominancy", first press, March, 2007.
[5] Hiroshi Osada 2001, "Self Assessment of Management System for
Corporate Innovation",Japanese Standard Association. October 2001.
[6] CIO Online:http://www.ciojp.com/index/?id=16 and IDG Japan access
on 29 September 2008.