Improving Performance of Customer Relationship Management by Knowledge Management A Case Study
نویسندگان
چکیده
In recent decade, Persian banks lose a competitive power in an international banking industry because of their poor customer relationship management (CRM). Knowledge management (KM) has a significant role for implementing and improving the CRM system. This paper is carried out in two stages. The first stage finds an efficiency coefficient of KM factors on improving CRM by using a structure equation model (SEM) and factor analysis with data of Sepah bank. According to the budget constraint of this bank, in the second stage, a mathematical model is developed for a budget assignment in order to implement the KM factors. This model maximizes the CRM improvement. Finally, this paper reports the associated results by solving the given problem.
منابع مشابه
Improving Performance of Customer Relationship Management through Applying Knowledge Management
Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies. The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...
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