Customer-driven strategy and KPIs using CRM approach : a case study of construction enterprises in Vietnam | |
| Author | Tran Dang Manh |
| Call Number | AIT Proj. no.CM-09-36 |
| Subject(s) | Construction industry--Customer services--Vietnam Customer relations--Vietnam |
| Note | A report submitted in partial fulfillment of the requirements for the degree of Professional Master of Engineering in Construction Engineering and In frastructure Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Project ; no. CM-09-36 |
| Abstract | Customer relationship management (CRM) has been developed for centuries. It decides the design, function, and cost of the product, turnover , and profit of the enterprises. CRM is a cross-functional activity. In order to develop CRM, enterprises need to change business ideology, organiza tion and business culture, management system, and employees’ behavior. The improv ement of CRM is part of an overall corporate restructuring. But it seems not to be in Vietnam c onstruction enterprises. Construction industry should be the one that apply CRM the most. Th roughout understanding each customer is critical to cons truction project marketing. By this study, I would like to study Customer-driven strategy and KPIs using CRM approach- a case study of construction enterprises in Vietnam so that I can propose a framework for the application and development of CRM in Vietnam construction enterprises. |
| Year | 2009 |
| Corresponding Series Added Entry | Asian Institute of Technology. Project ; no. CM-09-36 |
| Type | Project |
| School | School of Engineering and Technology (SET) |
| Department | Department of Civil and Infrastucture Engineering (DCIE) |
| Academic Program/FoS | Construction Engineering and Infrastructure Management (CM) |
| Chairperson(s) | Hadikusumo, B. H. W. |
| Examination Committee(s) | Chotchai Charoenngam ;Chiu, Gregory L.F. |
| Degree | Project (M. Eng.) - Asian Institute of Technology, 2009 |