Repository of Research and Investigative Information

Repository of Research and Investigative Information

Hormozgan University of Medical Sciences

Role of Knowledge Management in Success of Customer Relationship Management

(2014) Role of Knowledge Management in Success of Customer Relationship Management. Applied mathematics in Engineering, Management and Technology.

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Abstract

CRM is a strategy that integrates the concepts of Knowledge Management, Data Mining, and Data Warehousing in order to support the organization’s decision- making process to retain long-term and profitable relationships with its customers. Knowledge has been increasingly recognized as a key strategic resource in every firm’s success. This paper gives the reader an overview of different contribution in literature associated with the process about knowledge management and Customer Relationship Management, the benefit of using CRM and KM by integrating both approaches in together that can be reduced the risk of failure. As well, it illustrates an explanation of Knowledge Flows in CRM Processes and the significant applications of KM to CRM in all three of its manifestations: Customer-interaction management (CIM) - Customer-experience management (CEM) - Customer- success management (CSM). In this regard, managing relationships requires managing customer knowledge –knowledge about as well as from and for customers. Finally, it is concerned with describing the role of KM in achieving CRM objectives. The integration of KM and CRM will help a firm to use customer knowledge within the firm, share the useful knowledge among the different departments and provide personal knowledge services for the users.

Item Type: Article
Keywords: Knowledge Management, Customer relationship management, Customer-success management, Customer-experience management
Subjects: anesthesia
Divisions: Research Vice-Chancellor Department > Anaesthesiology, Critical Care and Pain Management Research Center
Depositing User: مركز تحقيقات بیهوشی و مراقبتهای ویژه
URI: http://eprints.hums.ac.ir/id/eprint/3187

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