雲端服務對企業可帶來新的服務紀元，但中小企業如何將此新的服務運用在其本身企業以獲得效益則未有相關的文獻或架構來遵循。對中小企業而言，雲端服務在相關實務的應用方式及挑選雲端服務提供者的準則一直未有明確的架構與標準。本研究將歸納雲端計算及相關服務的發展，確認影響中小企業透過雲端科技建立顧客關係管理的主要因素。本研究將使用專家訪問法及階層分析法來建立中小企業如何透過雲端科技來建立顧客關係管理的架構或機制，使得中小企業可以在有限的資源內，依照企業需求來量身打造企業專屬的顧客關係管理。 Cloud service is a new paradigm for delivering on demand resources, especially for small and medium enterprises. How advantages small and medium enterprises can get from a new application or service deployed for their business? From the owner of small and medium enterprise point of view, it is always difficult to understand the use of cloud computing in practice and decide whose services they should use. This study reviews the current state of the technology, identifies the factors influencing the decision to adopt the cloud service as customer relationship management strategy. This research will use expert interview and Analytical Hierarchical Process method to propose a framework and mechanism, which can measure the quality and prioritize cloud providers and show how to create benefits for Small and medium enterprise’s customer relationships management by could service.
