This exploratory case study research applies a processual analysis (Pettigrew, 1997) to the implementation of a Customer Relationship Management (CRM) system from a knowledge management perspective to a contemporary (1999-2004) situation within Birmingham City Council. A specific focus is given to areas neglected in previous CRM studies sub-cultures, psychological contracts, how tacit knowledge...

a r t i c l e i n f o The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the st...

In the “now” economy, knowledge, trust, technology, and the relationships among stakeholders are the keys to success. Although for almost eighty years, strategy literature stated that these concepts are important, we were not in a position to effectively leverage and/or effectively execute knowledge and relationship management in real time until the turn of the twenty first century. Many compan...

Web-based self-service has emerged as an important strategy for providing preand post-sales customer support. Yet, there is a dearth of theoretical or empirical research concerning the organisational, customer-oriented, knowledge-based, and employee-oriented factors that enable web-based self-service systems (WSS) to be successful in a competitive global marketplace. In this paper, we describe ...

Sentiment analysis is a compelling issue for both information producers and consumers. We are living in the “age of customer”, where customer knowledge and perception is a key for running successful business. The goal of sentiment analysis is to recognize and express emotions digitally. This paper presents the lexicon-based framework for sentiment classification, which classifies tweets as a po...

BACKGROUND Customer capital is a value generated and an asset developed from customer relationships. Successfully managing these relationships is enhanced by knowledge management (KM) infrastructure that captures and transfers customer-related knowledge. The execution of such a system relies on the vision and determination of the top management team (TMT). The health care industry in today's kn...

The increased reliance on Knowledge Management systems has made certain theorists to suggest that this will enable a surpassing of proximal knowledge creation, unequivocally leading up to more effective knowledge creation by easy codification and sharing of knowledge. However, in general, too much focus has been put on the potential of KM systems rather than its limits and the role of supportin...

Purpose – This paper integrates the knowledge management and marketing literatures to examine the relationships between knowledge management (KM) practices during a service exchange and customers’ satisfaction and behavioral intentions. Design/methodology/approach Data were collected in an experimental setting using video scenarios; hypotheses were tested using MANOVA and ANCOVA. Findings Resul...

The explosive growth of social media and online communities offers companies new unique opportunities to utilize information and knowledge capital by involving users in the company’s innovation activities. Companies started to realize the huge potential of online brand communities as a source of R&D innovations, and the ability to utilize and manage customer knowledge effectively can create com...

Organizational development practitioners in the knowledge economy must bring frameworks and development processes that help organizations build and sustain knowledge leadership. Today’s sustainable competitive advantage is knowledge: creating it, importing it, and leveraging it to deliver higher value to the market place than one’s competitors can provide. For example, financial services firms ...