| Improving Performance of Customer Processes with Knowledge Management (2005) | |||||||||||
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| The Emerald Research Register for this journal available www emeraldinsight com researchregister The current issue and full text archive this journal available www emeraldinsight com htm Improving performance customer processes with knowledge management Adrian Bueren Ragnar Schierholz Lutz Kolbe and Walter Brenner Institute Information Management University Gallen Gallen Switzerland Abstract Purpose Processes customer relationship management CRM are classified knowledge intensive processes This paper seeks provide framework for knowledge management support CRM processes and show how this framework was applied three action research cases Design methodology approach long term cooperation with several leading companies the authors developed framework for customer knowledge management CKM and applied this framework several action research cases Additionally further case studies have been conducted which support the framework selection three action research cases presented Findings Six core processes CRM and four building blocks support these processes identified Each these cases demonstrates the application the framework and the implementation the appropriate subset CKM Research limitations implications The cases support the CKM model All cases presented here come from the financial services industry thus the framework still needs applied other industry segments well Practical implications The cases evaluate the applicability utility and efficacy the CKM framework and show how ca | |||||||||||
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Cited publications (4) | |||||||||||