Title: A case study of customer capital management in Taiwan's financial industry

Authors: Yung-Chien Lou, Aihwa Chang, Sheng-Chung Wei, Kuo-Ning Sun

Addresses: Department of Business Administration, National Chengchi University, Taipei, 11623, Taiwan, ROC. ' Department of Business Administration, National Chengchi University, Taipei, 11623, Taiwan, ROC. ' Lunghwa University of Science and Technology, No. 300, Sec. 1, Wanshou Rd., Guishan, Taoyuan County 33306, Taiwan, ROC. ' Department of Business Administration, National Chengchi University, 3F, No. 13, Alley 5, Lane 148, Chung-Yung N. Rd., Taipei, 112, Taiwan, ROC

Abstract: The proper management of customer capital has become one of the most important topics in the field of management nowadays. From studying three successful companies in Taiwan|s financial industry, we find that the development of customer capital requires knowledge management and the development of clients| trust in the firms. In addition, by the proper utilisation of the company|s internal and external networks and the enhancement of its human capital and Information Technology (IT) capital, a company can increase its customer capital. Finally, companies can effectively manage and grow their customer capital through the strengthening of their basic marketing abilities and sound brand management. The priority of the aforementioned factors would be contingent on the nature of business and the stages of market development.

Keywords: customer capital; knowledge management; financial industry; Taiwan; human capital; information technology capital; intellectual capital; marketing; brand management.

DOI: 10.1504/IJLIC.2008.021015

International Journal of Learning and Intellectual Capital, 2008 Vol.5 No.3/4, pp.332 - 347

Published online: 31 Oct 2008 *

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