List of Articles customer knowledge management

• Open Access Article
  • Abstract Page
  • Full-Text
  
  1 - Enhancing Innovative and Sale Performance through Customer Knowledge Management
  Nasser Asgari
  In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and More

  In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and sale performance this paper is to investigate the effects of customer knowledge management. For this purpose the simultaneous effects of three dimensions of customer knowledge (knowledge for, about and from customer) on the criteria of sale performance and innovative performance have been investigated. The research method is descriptive and correlational. The population of the research consists of 900 sellers of Behpakhsh Corporation. A sample of 270 subjects was selected as statistical sampling. Data collection tool is a standard questionnaire that was used for the survey. Statistical tests such as confirmatory factor analysis, path analysis and t-test are used for data analysis through the software LISREL and SPSS. The results show that all studied aspects of customer knowledge have positive and significant effects on the performance of the corporation. As well as the current status of these variables in this corporation have been appropriate. Finally, according to research findings, some suggestions are presented for improving innovative and sale performance of distribution corporations. Manuscript profile
• Open Access Article
  • Abstract Page
  • Full-Text
  
  2 - Model to improve banking by Using customer knowledge management and Mobile Banking and Its Impact on Customer Loyalty
  narges rezaei malek
  With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investmen More

  With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investment of private banks has concentrated on the presenting special services. That has led to more successful in attracting and retaining customers. To evaluate the influencing factors on banking services improvement, information technology and knowledge management as key factors were identified. This paper is to identify the most effective indicators to assess the impact of knowledge management and information technology for improving customer service of bank on customer satisfaction.180 experts of Bank Mellat is selected as population. Sample size was calculated by using a random sampling method. 130 samples were obtained but 120 questionnaires Were returned. Data were collected through questionnaires. In order to analyze the data from the structural equation modeling and LISREL software was used. In order to ensure the accuracy of the results and sensitivity analysis, regression analysis were applied. Finally, the results show that the customer knowledge management and mobile banking have positive effect on performance of banking service, and improving this kind of services have positive effects on customer satisfaction. Manuscript profile
• Open Access Article
  • Abstract Page
  • Full-Text
  
  3 - Investigating the effect of Electronic Customer Relation Management (E-CRM) on organizational innovation in government service organizations (Case study: Semnan government counter offices)
  Atefeh Falllah Seyed Mohammad Hassan Hosseini Mohsen Lotfi
  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study More

  In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study aims to examine the role of electronic customer relationship management (E-CRM) and customer loyalty on organizational innovation with the mediating role of customer knowledge management. Therfore, the present study is considered an applied and descriptive research of the correlation type. In order to collect the required data, a standard questionnaire was used, and to verify the validity and reliability of the questionnaires, divergent validity, Cronbach's alpha indices, factor loading, and composite reliability were used, respectively. The statistical population of this research is 350 employees of Semnan province government counter offices. The number of 183 people was determined as the sample of the reseach using Cochran's formula considering the error of 0.05. The required data was collected in the second 6 months of 2019. Data analysis was done using the structural equation approach and SPSS and SMART-PLS software. Based on the results of the research, electronic customer relationship management has a positive and significant effect on the three variables of customer loyalty, customer knowledge management, and organizational innovation. In addition, the result shows the positive impact of customer knowledge management and customer loyalty on organizational innovation. Also, the mediating role of customer knowledge management in the effect of the role of managing electronic communication with customers and customer loyalty on organizational innovation is quite meaningful. Due to the impact of E-CRM on organizational innovation, it is necessery for the related managers and officials of government service organizations to implement or upgraded the electronic customer relationship management systems to use advantage of such these systems for innovation in their organization Manuscript profile
• Open Access Article
  • Abstract Page
  • Full-Text
  
  4 - Developing Customer Knowledge Management Process Model Using Customer Relationship Management Systems
  Maryam Ashoori Mona Sharif khani Mohammad Jafar Tarokh
  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 cus More

  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. Manuscript profile