Abstract
Customers are the most important source of profits. Today, the customer demand isvaried, and to gain customer loyalty is one of the important objectives for most companies. This paper investigates the key influence factors on customer loyalty, specific focus is how to use customer relationship management to provide knowledge service and to build customer loyalty. For the past several years, the structure of industry in Taiwan has shifted from labor intensive to knowledge intensive. Therefore, this paper selected the semiconductor industry and business software industry to analyze the ways of building loyalty in the industries that professional knowledge and services are differentiated and hardly can be substituted.Many literatures show that the customer relationship management can advance the customer satisfaction; furthermore the customer satisfaction can advance the customer loyalty. Nevertheless, besides the positive correlation, there is also negative correlation between customer satisfaction and customer loyalty, because of other influence factors, such as switching barriers for the customer. After a series of case studies and interview with the semiconductor and business software industry practician. Based on the case analysis of the two industries, this paper proposes a structured model for the technology intension firms to use a core knowledge service practice embedded in the customer loyalty. This paper found that the switching barrier is more important in the business software industry compared with semiconductor industry.