Rejuvenating Customer Management: How to Make Knowledge For, From and About Customers Work
Journal
European Management Journal
ISSN
0263-2373
ISSN-Digital
1873-5681
Type
journal article
Date Issued
2005-08-01
Author(s)
Research Team
IWI4, CM
Abstract
In recent years, many companies have strived to enhance their customer-relating capability with knowledge management instruments. A survey conducted by the authors, however, indicates that successful implementations of such initiatives are still comparatively rare. In this paper we present a cross-case analysis of three companies that we identified as “good practices” in rejuvenating customer management through managing knowledge for, from or about customers effectively. From the case studies’ findings we identify key success factors for implementing knowledge-based CRM initiatives by means of an orchestrated approach that considers strategy, processes, systems and change management aspects.
Language
English
Keywords
Customer Knowledge Management
HSG Classification
not classified
Refereed
Yes
Publisher
Pergamon, Elsevier Science
Publisher place
Oxford [u.a.]
Volume
23
Number
4
Start page
392
End page
403
Pages
12
Subject(s)
Division(s)
Eprints ID
66518