Developing Customer Knowledge Management Process Model Using Customer Relationship Management Systems
Subject Areas : Knowledge ManagementMaryam Ashoori 1 , Mona Sharif khani 2 , Mohammad Jafar Tarokh 3
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Keywords: Business Processes, Customer Relationship Management, Knowledge Management, Customer Knowledge Management, Business Engineering Model.,
Abstract :
In recent years, many companies have integrated the activities of customer relationship management with knowledge management together as one concept. In fact, the principal reason for the mentioned integration is that the knowledge management plays a key role in the customer relationship management. The potential of bilateral relationship between these two fields and also the critical function of knowledge management in success of customer relationship management, has attracted the attention of researchers to this matter recently. The term of “customer knowledge management” is the combination of knowledge management and customer relationship management. The customer knowledge management requires applying different approaches through considering wide variety of key variables in these fields. The considered key variables for each customer knowledge management model are different according to its model. Generally, many models have been presented for customer knowledge management, including conceptual, process and system model. In this paper, we intend to develop process model which achieved from combination of business engineering model, six business processes based on customer relationship management systems, and four aspects of knowledge management in principle business activities, namely marketing, sales and services.
