CRM+KM -> CKM: integrating relationship and knowledge management #bigdata

from the abstract:

 “Customer Relationship Management (CRM) plays a prominent role in  enabling  businesses  to meet their customers ’  needs, and therefore it acts as a catalyst  in the process of creating and delivering value to them. As CRM concerns managing  customer knowledge, it can be considered as a subset of Knowledge Management  (KM). Therefore, in this study, the effort has been made to propose a Customer Knowledge Management (CKM) process model to compensate the existing lack of a  study integrating CRM and KM with the aim of customer value augmentation. In this CKM model, all forms of CRM are employed to support all the phases of CKM. Finally,  a home appliances case is studied to illustrate the proposed CKM model” (Journal of Journal of Database Marketing  &  Customer Strategy Management (2012)  19, 321 – 347)

Published by

Cosimo Accoto

Research Affiliate at MIT | Author "Il Mondo Ex Machina" (Egea) | Philosopher-in-Residence | Business Innovation Advisor |

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