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...

PURPOSE To explore the need for, and use of, high-quality, collaborative, clinical knowledge management (CKM) tools and techniques to manage clinical decision support (CDS) content. METHODS In order to better understand the current state of the art in CKM, we developed a survey of potential CKM tools and techniques. We conducted an exploratory study by querying a convenience sample of respond...

Knowing and managing the concept of customer experience is the main factor in creating competitiveness for any organization. Moreover, without customer experience management, a business cannot specify appropriate strategies to maintain the current market and business sustainability. However, most of the existing studies have looked at this subject abstractly and have not provided a comprehensiv...

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...

Marketers often stress the importance of treating customers as partners. A fundamental premise of this perspective is that all parties can be weakly better off if they work together to increase joint surplus and reach Pareto-efficient agreements. For marketing managers, this implies organizing marketing activities in a manner that maximizes total surplus. This logic is theoretically sound when ...

This paper emphasizes on the enhancement of web-based selling technology for complex products. The approach of the EC-funded CAWICOMS1 project is twofold: provision of technologies both for customeradaptive Web-interfaces for the configuration of mass-customized products as well as for the integration of configuration systems along the supply-chain. Within this paper we first motivate the deman...

Customer Relationship Management has attracted the attention of both marketing practitioners and researchers over the last decade. Despite, or maybe due to, the attention drawn to the subject, a clear agreement on what CRM is and especially how CRM should be developed remains lacking. It is now commonly understood that CRM involves technology, drives Marketing, Sales and Customer Services and i...

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 ...

introduction: human skills, knowledge and efficiency are important factors in the success of organizations and community health centers which have a critical role in total quality management (tqm) as a management system. knowledge is necessary as a source for the organizations survival. on the other hand, in order for implementation of knowledge management, there is a need for a relatively long...

Product configuration is a key issue in the development of products which most closely conform to the expectations of customers, thereby enhancing customer satisfaction. It provides a means to customize products in such a way as to meet the requirements of different niches of the market. In this context, this paper proposes a fuzzy product configuration procedure to define product configuration...