Customer Knowledge Management - Improving Performance of Customer Relationship Management with Knowledge Management
ISBN
0-7695-2056-1
Type
conference paper
Date Issued
2004-01-05
Author(s)
Research Team
IWI4, C>K>P
Abstract
In this paper, we will illustrate the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented busi-ness processes. We will base our reasoning on an inte-grated Customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This inte-grated model aims at achieving knowledge transpar-ency, knowledge dissemination, knowledge develop-ment and knowledge efficiency. The application of the four aspects content, competence, community and composition in specific CRM sub-processes will be demonstrated in several action research cases. These cases were implemented in European companies in the financial services sector and concern the support of customer-facing processes across all channels. They validate the proposed architecture while indicating critical success factors for a successful implementation of Customer Knowledge Management.
Language
English
Keywords
Competence Management
Content Management
Customer Knowledge Management
Customer Relationship Management (allgemein)
Knowledge Management (allgemein)
HSG Classification
not classified
Refereed
No
Book title
Proceedings of the 37th Annual Hawaii International Conference on System Sciences, 2004
Publisher
IEEE Computer Society
Publisher place
Los Alamitos (CA)
Event Title
37th Hawaii International Conference on System Sciences 2004 (HICSS-37)
Event Location
Big Island, Hawaii
Event Date
05.-08.01.2004
Subject(s)
Division(s)
Eprints ID
213489