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

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