It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment is taking place. Therefore; organizations start thinking of how to improve their processes to stay competent. Knowledge has become a strategic resource and a basis of competitive advantage in the organization. However, many organizations lost sight of managing Knowledge to...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...

This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledgebased complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact t...

the purpose of this study was to explore the impacts of: knowledge management, senior managers, staff, technology, consensus, service customization, and integration, as the factors effecting customer relationship management (crm) implementation in parsian international hotels. in this study the population was composed of parsian hotels managers and experts. due to their small number (n=53), cen...

Customer knowledge is highly valued in today’s business environment where supply is more than demand and firms are trying their best to differentiate themselves from their competitors. Building customer knowledge base through knowledge management provides firms with strategic weapon for customer value creation, average level of customer knowledge enhancement, cost and time reduction, service qu...

Customer relationship management ( Customer Relationship Management, CRM ) and knowledge management ( knowledge management, KM ) are currently hot research fields. Knowledge of customer relationship management is to support the activities of the enterprise customer relationship management. Enterprise CRM activities consist of a series of activities. But there is a big gap in knowledge, So this ...

Recent advances of virtual networking technologies are gradually forcing companies to focus their knowledge management efforts to external knowledge resources, in order to complement their existing knowledge bases, find expertise, but also harness collective intelligence that is dynamically produced in the virtual environment. Access, exchange and co-creation of customer knowledge is of central...

Retail brands (RBs) have become a strategic feature of the retail industry. Their role in building consumer loyalty is usually taken for granted and yet has not been completely identified. The purpose of this paper is to understand how retailers manage customer knowledge relationship management through an integrated framework of CRM and Knowledge management for retail brands and their role in b...