The personal computer has gradually become a commodity product which yields very slim profits for a long-time Original Equipment Manufacturer (OEM) company like MiTAC. Therefore, it is a challenge to transform its business model in this competitive business era. This paper describes how MiTAC transforms its customer service from a pure OEM company into a brand name enterprise, where the after-sale infrastructure improves the existing legacy system and integrates modern information techniques. We have found that the technical enhancement, the customers' expectation and the corporate strategy have been significantly communicated and leveraged into a sound custom relationship management system.
|Number of pages||21|
|Journal||International Journal of Services, Technology and Management|
|State||Published - 1 Apr 2009|
- After-sale service
- Original equipment manufacturer
- Technical support