Abstract

This dependent study has purpose to develop the process of Customer

Relationship Management (CRM) through online system of Twich world Co.,Ltd since the
company has never had online system. As a result, the customers here are unable to
use basic application on Ipad including wireless conference system. Therefore, the
company repeatedly trains the costomers to use the application. According to the
problem mentioned before, the researcher aims to apply the Knowledge Management
-KM to develop multumedia and gather the information onapplication website in order
to enhance the efficiency in the process of Customer Relationship Management (CRM).
The researcher uses the designed model and development of multimedia
system by applying the theory of Knowledge Management –KM in order to arrange the
knowledge of wireless conference system and using basic application on Ipad. The
researcher develop 1 picture of Info-graphic using the wireless conference system and
8 video clips. After that, develop the website by using instant website and evaluate
the application by 40 users. The target group in this research are 1) mulnicipal officer
of Chaiyapoom 2) The employee of Twich world Co.,Ltd. The target group cooperate
by replying to questionnaire. The number of target group can divided into 2 group which
are 17 men or 43.60 percentage and 23 women or 52.40 percentage. The majority of
the target group is people age less than 25 years old 39.50 percentage, next is
people age more than 55 years old, 23.10 percentage, people age around 46-55
years old 17.90 percentage, next, people age 25-35 years old, 15.40 percentage and
poeple age 36-45, 7.70 percentage. The result of evaluation of multimedia service
found that the service of wireless conference and instant application of the Twich world
Co.,Ltd is efficient

Key Word
Customer Relationship Management (CRM), Knowledge Management –KM, Application Website,
Multimedia