Knowledge Management in the Introduction of Crm Systems: Tacit Knowledge Transfer, Subcultures and Impacts Track: Management of Information Technology & Systems: @bullet Knowledge Management @bullet Customer Relationship Management @bullet Implementation Issues

    Abstract

    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 (2003-4) situation within IBM. A specific focus is given to areas neglected in previous CRM studies-sub-cultures, psychological contracts, how… (More)

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    Cite this paper

    @inproceedings{KnowledgeMI, title={Knowledge Management in the Introduction of Crm Systems: Tacit Knowledge Transfer, Subcultures and Impacts Track: Management of Information Technology & Systems: @bullet Knowledge Management @bullet Customer Relationship Management @bullet Implementation Issues}, author={} }