The effective and efficient management of explicit customer knowledge is a key factor for gaining competitive advantages in current business environments. For this we consider the importance of customer knowledge in this paper and possibilities to integrate it into company internal processes. Therefore we develop a customer knowledge management system which we consider from an organizational vi...

Increasingly heterogeneous customer demands in software development have led to growing research into the effectiveness of customization projects. Despite the widespread assumption of a positive relationship between customer involvement and project success, there is limited empirical research on the mechanism that translates customer knowledge into project success and other positive customer ou...

The approach of knowledge management, business intelligence, and customer relationship management was used as theoretical technologies in order to build an intelligence enterprise framework. Since the business intelligence process can create additional customer value through knowledge creation with the customer, business intelligence can provide users with reliable, accurate information and hel...

Purpose This paper addresses the need for managerial and organizational approaches to knowledge integration with customers in collaborative product development projects. The purpose is to identify the roles of customers in terms of the customer's knowledge contribution and timing of customer collaboration in the product development process. Design/methodology/approach This study is based on a m...

This study proposes a frontline learning process by which organizations capture new knowledge generated by frontline employees in addressing productivity-quality tradeoffs during customer interactions and transform it into updated knowledge for frontline use. Updated knowledge, in turn, is posited to influence customer satisfaction and financial outcomes (i.e., revenue, efficiency). Empirical t...

The present research is conducted to show that organizations can use wiki to attract customers' purchase intention inside the e-commerce context. Considering the relation between wiki and ecommerce for CRM, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase intenti...

The purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of Melli bank in Esfahan city by using structural equation modeling (SEM). This study is applicable in terms of purpose and descriptive –survey in terms of method. The sample population of this study was employees and managers of Melli bank in Esfahan city in ...