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Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work
Type
conference paper
Date Issued
2005-08-11
Author(s)
Research Team
IWI4, CM
Abstract
In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this article we present the findings of a survey of customer-related KM initiatives' status quo within organizations as the first step of a two-stage research approach. In a second step we build on the survey's findings by presenting a cross-case analysis. The case studies that we conducted can be considered good practices that enhance CRM initiatives by applying knowledge for, from or about customers. Based on the case study analysis, we derive a conceptual framework for successfully implementing knowledge-based CRM initiatives in practice. Apart from these practical recommendations, we also discuss further research issues in the domain of customer knowledge management.
Language
English
Keywords
Customer Knowledge Management
HSG Classification
not classified
Refereed
Yes
Book title
Proceedings of the Eleventh Americas Conference on Information Systems (AMCIS 2005)
Publisher
Association of Information Systems (AIS)
Publisher place
AIS Electronic Library (AISeL)
Start page
167
End page
178
Pages
12
Event Title
11th Americas Conference on Information Systems (AMCIS 2005)
Event Location
Omaha, NE
Event Date
11.-15.08.2005
Official URL
Subject(s)
Division(s)
Eprints ID
214028
File(s)