CRM and the use of internet in Electric & Machinery industry-TECO

Everyone already knows what the customer relationship management is and it has been improved and managed by the internet, called electronic customer relationship management. The information technology, such as the internet, is making it easier for customers and industries. The purpose of this study is to analyze the customer relationship management in TECO Electric & Machinery Co.,Ltd. and how this could be improved via the internet with four research questions. Additionally, the primary information was conducted by a face-to-face interview with the managing director who has empirical experiences in that field and qualitative approach was utilized. The theories about the customer characteristic, customer involvement, the future customer relationship management, and the use of internet were used. In TECO, the main customer characteristics are financially attractive customers and the customer in a close relationship and the customers usually involved in the development stage of new product development processes. For the future orientation, TECO may be able to pay attention on people-driven application and take Amazon as an example in the use of the internet. Moreover, the probability of further research was discussed in this study