Customer Relationship Management and Knowledge Management Questionnaire

2011 ◽  
Author(s):  
Aurora Garrido-Moreno ◽  
Antonio Padilla-Meléndez
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process

2008 ◽  
Vol 07 (03) ◽  
pp. 145-157 ◽  
Author(s):  
Haroun Alryalat ◽  
Samer Al Hawari
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Rapid Change ◽  
Relationship Management ◽  
Research Area ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
The Impact

Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.

scholarly journals Investigating the Effect of Knowledge Management on the Success of using Customer Relationship Management based on the Mediating Role of Organizational Factors (Case Study: Municipality of Tehran, Region 22)

2018 ◽  
Vol 7 (4.36) ◽  
pp. 986
Author(s):  
Mohammad Mehdi Jafarian ◽  
Rahim Ghorbani ◽  
Susan Alaei
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
Organizational Factors ◽  
Customer Relationship ◽  
Statistical Population ◽  
Mediating Role ◽  
Tehran Region ◽  
Statistical Sample

The present research studies the effect of knowledge management on the success of customer relationship management by considering the effects of organizational factors as a mediating factor. The type of research is applied and the method is descriptive survey. The statistical population of the study is the managers and experts of the municipality of Tehran 22nd district, that 207 of them were studied in the form of a statistical sample. Data analysis was performed using single-variable linear regression and confirmatory factor analysis. The results showed that the variables of customer relationship management technology, customer orientation and knowledge management capabilities were significantly influenced by the success of customer relationship management. Also, the variables of customer relationship management experience and organizational factors have a significant effect on the success of customer relationship management. 

scholarly journals Customer-Centric Knowledge Creation For Customer Relationship Management

2014 ◽  
Vol 30 (2) ◽  
pp. 397 ◽  
Author(s):  
Phocharapol Srisamran ◽  
Vichita Vathanophas Ractham
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Knowledge Creation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Timely Manner ◽  
Business World ◽  
Customer Knowledge ◽  
Knowledge Based

As the pace of todays world increases with advances in technology and globalization, the heat of rivalry and competition in the business world is also rising. It is a wake-up call for many firms that they can no longer just convince customers to buy whatever they sell. They have to understand their customers. Customer Relationship Management (CRM) can assist firms to know your customer and construct good relationships with customers. In order to know your customer and construct a good relationship, customer knowledge must be acquired and managed. However, this is no easy task since customer knowledge can be subjective and difficult to extract or manage. An approach is needed to acquire and manage customer knowledge. Knowledge management, including knowledge creation, can assist in terms of acquiring and managing customer knowledge. Knowledge management not only improves understanding of the customer, but also improves business process performance by enabling response to customer needs in a timely manner with better quality of service. Customer-Centric Knowledge Creation is the process for the creation of knowledge based on customer knowledge within the CRM contexts which are enterprise-wide, customer-centric, technology-driven, and cross-functional. The aims of this process are to assist organizations to gain more understanding of the customer, embedding customer knowledge into organization knowledge, and creating a customer-focused mindset in organizational members. In other words, it is to sustainably create knowledge focusing on customer knowledge in an organization.

Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard

2011 ◽  
pp. 223-249
Author(s):  
Anthony Liew
Keyword(s):  
Knowledge Management ◽  
Literature Review ◽  
Performance Management ◽  
Customer Relationship Management ◽  
Balanced Scorecard ◽  
Business Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Management Concepts

This chapter is primarily based on literature review or secondary research and analysis. The objective of this study is to extend and amalgamate the three major business management concepts: CRM, PM, and KM.

Business Intelligence, Knowledge Management, and Customer Relationship Management Technological Support in Enterprise Competitive Competence

2015 ◽  
pp. 243-262 ◽  
Author(s):  
Ming-Chang Lee
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Business Intelligence ◽  
Business Models ◽  
Relationship Management ◽  
Customer Relationship ◽  
Knowledge Based ◽  
Customer Information ◽  
Modern Enterprise ◽  
Customer Lifetime

The approach of knowledge management, business intelligence, and customer relationship management was used as theoretical technologies in order to build an intelligence enterprise framework. Since the business intelligence process can create additional customer value through knowledge creation with the customer, business intelligence can provide users with reliable, accurate information and help them make decisions. Customer relationship management focuses on the integration of customer information and knowledge for finding and keeping customers to grow customer lifetime value. Therefore, integrating intelligence enterprise is needed in order to respond to the challenges the modern enterprise has to deal with and represents not only a new trend in IT but also a necessary step in the emerging knowledge-based economy. In intelligent enterprise operations, KM contains business models, processes, competence, implementation, performance assessment, and enterprise in information, organization, and e-commence processes.

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