| Dous et al. Knowledge Management Capabilities in CRM Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work ABSTRACT (2008) | |||||||||||||||||
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| In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this article we present the findings of a survey of customer-related KM initiatives ’ status quo within organizations as the first step of a two-stage research approach. In a second step we build on the survey’s findings by presenting a cross-case analysis. The case studies that we conducted can be considered "good practices " that enhance CRM initiatives by applying knowledge for, from or about customers. Based on the case study analysis, we derive a conceptual framework for successfully implementing knowledge-based CRM initiatives in practice. Apart from these practical recommendations, we also discuss further research issues in the domain of customer knowledge management. | |||||||||||||||||
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