Managing knowledge to create customer service value

Linking knowledge corridors to customer value through knowledge processes

Achieving Customer Knowledge Competence: Managing Customer Relationship Management Programs Strategically

One of the major challenges faced by contemporary organizations is the development of internal processes to assist organization-wide learning about a firm’s customer base. While increasingly demanding customers have prompted many firms to implement customer relationship management programs, little is known about whether and how such programs help firms achieve customer knowledge competencies to...

Measuring Customer Acquisition Value: A Comprehensive Approach to Customer Equity

In information technology era, databases are known asone of the most valuable resources for organizations, especially usedin database marketing. Customer Equity is a key concept in DatabaseMarketing which integrates customer acquisition, retention and development.From the perspective of customer equity, customers are theprimary source of both current and future cash-flows. Customer equitymodels...

Managing Knowledge-based Value Systems

Has Knowledge Management (KM) an identity and a future? The process of differentiating KM both as a business practice and a discipline is in a reflexive situation: it is happening amidst a major transformation of established criteria for the social recognition of a knowledge field. Awareness of this fact by stakeholders in the systematic and sustainable evolution of KM may lead to a conscious m...

“investigating the relationship between knowledge management and customer satisfaction considering to the e-services”

چکیده : این مطالعه تاثیر مدیریت دانش بر رضایتمندی مشتریان با توجه به خدمات الکترونیک در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان را مورد بررسی قرار می دهد. جامعه آماری این تحقیق مدیران، سرپرستان و کارشناسان مشغول به کار در سازمان حمل و نقل و پایانه های استان سیستان و بلوچستان بوده که مجموعا 94 نفر می باشند. برای تعیین حداقل نمونه از جدول مورگان استفاده شده است. که با توجه به جدول ...