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A knowledge-enabled procedure for customer relationship management
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DOI：10.1016/j.indmarman.2005.04.002.png)
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The value of knowledge management and customer relationship management is well recognized by many leading companies. This study presents a proposed model of Knowledge-enabled Customer Relationship Management and demonstrates the way in which the presented model can facilitate the identification of important factors that have key impacts on business performance in particular settings. The results show that employees in the steel industry indicate that to provide product and service information for customers and to share internally the best practice information can have benefits for hard measures such as market share, repeat purchases, and customer retention and for soft measures such as customer satisfaction, market leadership and customer loyalty. Employees in the textile industry report that to provide customer complaint information of customers and to share internally the best practice information can have benefits for hard measures such as customer retention, cost savings, and market share and for soft measures such as customer satisfaction, market leadership, customer loyalty, and customer and employee productivity. (c) 2005 Elsevier Inc. All rights reserved.
Keyword:
knowledge management (KM)
customer relationship management (CRM)
e-Business
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