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

2013 ◽  
pp. 205-231
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.

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.

scholarly journals Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study

2014 ◽  
Vol 10 (1) ◽  
pp. 1784-1800
Author(s):  
Ming Li
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Management Concepts ◽  
Management Approaches ◽  
Innovation Competence

Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company.  The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches.  Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM.  We results are CKM process, CKM competence, CKM outputs.  We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.

An Integration of Knowledge Management Practices To Enhance Customer Relationship Management Performance

GIS Business ◽  
2019 ◽  
Vol 14 (6) ◽  
pp. 818-837
Author(s):  
Ghassan Al Utaibi ◽  
Khalid Khasib ◽  
Omar al Basheer
Keyword(s):  
Knowledge Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
New Knowledge ◽  
Resources And Capabilities ◽  
Knowledge Management Practices

Organizations today have no choice but to continually exhaust their efforts to exploit what they know and continue to explore new knowledge, so they are realizing that to remain competitive and able to achieve competitive advantage they must explicitly manage their intellectual resources and capabilities.

Customer relationship management and its impact on innovation: A literature review

2021 ◽  
Vol 129 ◽  
pp. 83-87
Author(s):  
Vicente Guerola-Navarro ◽  
Hermenegildo Gil-Gomez ◽  
Raul Oltra-Badenes ◽  
Javier Sendra-García
Keyword(s):  
Literature Review ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

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