CRM and customer-centric knowledge management: an empirical research

  title={CRM and customer-centric knowledge management: an empirical research},
  author={Constantinos J. Stefanou and Christos Sarmaniotis and Amalia Stafyla},
  journal={Business Proc. Manag. Journal},
Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular customer satisfaction, in order to efficiently maximize revenues. This paper reports exploratory research based on a mail survey addressed to the largest 1,000 Greek organizations. The objectives of the research were: to investigate the extent of the usage of customerand market-related knowledge management (KM… CONTINUE READING
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