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...

researches prove that effective customer management along with using customer knowledge is one of the topics that can produce competitive advantage in comparison with the other e-commerce topics. mining the customer knowledge with the aim of helping the managers in better ad strategy making will be possible using the systems with ability of extracting the behavioral patterns of customers from d...

Few researches have been conducted on customer relationship management (CRM) success but the antecedents are not clearly depicted. Besides, Literature on CRM in an integrated fashion is sparse, rather issues are presented in isolation mostly focusing on technology ignoring other organizational and extra-organizational issues like social capital and customer knowledge. Moreover, the mediating ro...

since they will help companies to discover potential To determine the important trends and issues in thousands of comments from customers and make strategic decisions about business operations, managers must go over these messages manually and try to make sense of them in a time consuming and tedious manner. There is an urgent need for technologies that help improve the efficiency of customer m...

This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48], including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination proce...

Executive Summary Customer Intelligence Management (CrIM) is a member of the intelligence management family, sharing a variety concerns and practices with business intelligence (BI) and competitive intelligence (CI). Its origins can be traced to practices of customer relationship management and marketing and advertising science. It is especially associated with Customer Relationship Management ...

This study examines determinants of the service expertise and service quality of customer service representatives (CSRs) working for call centers which have become a firm’s typical service encounter. More specifically, as such determinants, the study proposes customer knowledge accumulated in electronic knowledge repositories (EKRs) as a digital knowledge source along with expertise location as...