A study on the construction of a ubiquitous customer relationship management system with RFID - A case study

Tin-Chih Chen*, Yu Cheng Wang

*Corresponding author for this work

Research output: Contribution to journalArticle

3 Scopus citations

Abstract

Wireless and non-touch applications of radio frequency identification (RFID) have brought innovative changes to various areas of management, particularly customer relationship management (CRM). Traditional barcodes are slow and unsecure with low recognition ratios and little memory. A wireless network can use RFID to establish a ubiquitous customer relationship management (U-CRM) system. A U-CRM database can gather customer information at any time and from any place. Staff members can monitor network applications that automatically analyse information related to marketing, sales, and service. This study discusses how to improve customer and supplier relationships by adding a U-CRM system to the storage management system of a semiconductor factory. This study also analyses RFID strategies for U-CRM. The results are expected to be constructive points for manufacturers who must make relevant business decisions.

Original languageEnglish
Pages (from-to)13-26
Number of pages14
JournalInternational Journal of Information and Communication Technology
Volume4
Issue number1
DOIs
StatePublished - 1 Mar 2012

Keywords

  • Barcode
  • CRM
  • Customer relationship management
  • RFID
  • Radio frequency identification
  • Supply chain
  • U-CRM
  • Ubiquitous customer relationship management

Fingerprint Dive into the research topics of 'A study on the construction of a ubiquitous customer relationship management system with RFID - A case study'. Together they form a unique fingerprint.

  • Cite this