Strategic integration of knowledge management and customer relationship management

@article{Liew2008StrategicIO,
  title={Strategic integration of knowledge management and customer relationship management},
  author={Chor-Beng Anthony Liew},
  journal={J. Knowl. Manag.},
  year={2008},
  volume={12},
  pages={131-146}
}
  • C. B. Liew
  • Published 18 July 2008
  • Business
  • J. Knowl. Manag.
Purpose – The purpose of this paper is to introduce the concept of strategic integration of knowledge management (KM ) and customer relationship management (CRM). The integration is a strategic issue that has strong ramifications in the long‐term competitiveness of organizations. It is not limited to CRM; the concept can also be applied to supply chain management (SCM), product development management (PDM), eterprise resource planning (ERP) and retail network management (RNM) that offer… 
View via Publisher
lpis.csd.auth.gr
77 Citations
Highly Influential Citations
4
Background Citations
25
Methods Citations
2

77 Citations

Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study
Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company. The integration of customer relationship management and knowledge…
The role of knowledge management in supply chain management: A literature review
Purpose: The aim of this paper is to examine the state of knowledge management research in supply chain management from three standpoints, methodological approach, supply chain management area, and…
Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study
Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company.  The integration of customer relationship management and knowledge…
Knowledge management, customer relationship management and innovation capabilities
Purpose The purpose of this study is to introduce a unified framework, which integrates knowledge management (KM) (knowledge acquisition, diffusion and application, knowledge from a customer,…
Effective Tools for Customer Knowledge Management
Customer knowledge management (CKM) is becoming vital for organizations’ operative and innovative performance. Currently, organizations are transforming their business strategies from mass production…
Managing Customer Relationships: A Comprehensive Literature Review and Future Directions
TLDR
Consideration is given to the key phases of CRM implementation process, the three options for a CRM solution, the CRM project evaluation, the critical success factors forCRM implementation and theCRM perceived benefits.
Managing Information and Knowledge in Service Industries
Abstract This research explores perceptions of knowledge management processes held by managers and employees in a service industry. To date, empirical research on knowledge management in the service…
Processes and measurement of knowledge management in supply chains: an integrative systematic literature review
TLDR
A systematic literature review including 210 papers is conducted over the period 2008–2017 from three positions previously not addressed jointly within the supply chain (SC) context: research methods employed by the authors; KM processes applied in the business processes across the SC; and intra and inter-organisational performance metrics linked with KM initiatives.
Knowledge management practices and organizational adaptation
Purpose – The primary purpose of this study is to examine the relationship between knowledge management processes and a firm's ability to adapt to the external environment.Design/methodology/approach…
Knowledge management implementation in supply chains: a strategic plan
TLDR
It has been concluded that KM practices are significantly important and their growth enables SCs to deliver more value to customers and develop a framework to guide KM implementation in SCs.
...
...

References

SHOWING 1-10 OF 35 REFERENCES
Assessing knowledge creation and intellectual capital in banking industry
Purpose – The purpose of this paper is to examine the empirical studies on knowledge creation and intellectual capital (IC) to generalize the important factors concerning knowledge creation and IC of…
Customer relationship management : creating competitive advantage through win-win relationship strategies
To develop the long-term relationships necessary to survive the intense global competition of the modern era, businesses must strive to meet customers needs as never before. This book is a result of…
The Knowledge Management Toolkit: Practical Techniques for Building a Knowledge Management System with Cdrom
From the Book: PREFACE: Preface Real knowledge is to know the extent of oneOs ignorance —Confucius In the quest for sustainable competitive advantage, companies have finally come to realize…
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
Over the past two decades, you may have seen your company move sequentially from a focus on quality to focuses on customer satisfaction, loyalty and, most recently, relationship management. We view…
Intellectual Capital: Navigating in the New Business Landscape
From the Publisher: Providing an organizational system that helps managers maximize the flow of intellectual capital in their companies, Intellectual Capital presents the insights gained by leading…
Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality
Preface: What is Performance Driven CRM? PART ONE: DETERIMING AND ALIGNING THE CRM VISION. Chapter 1. Getting Started: The Need for a CRM Vision to Drive the Process. Chapter 2. The Myths and the…
Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM
TLDR
The results show that the adoption of an eCRM does not moderate the relationship between collaborative e-product development involving a manufacturer and its key customers and product innovation within the manufacturer itself.
Working Knowledge: How Organizations Manage What They Know
TLDR
In the present day market scenario of intense competition, organizations need to know what they know and be able to leverage on itâ€ÂTMs knowledge base to gain competitive advantage.
Secrets of customer relationship management : it's all about how you make them feel
"Relationship marketing" has been a buzzword for years, but is it anything more than that? Who really knows what it means? This work aims to provide readers with a complete overview to understanding…
Developing knowledge management metrics for measuring intellectual capital
Measuring intellectual capital is a growing area of interest in the knowledge management field. Metrics are being developed and applied by some organizations, but there needs to be more research…
...
...