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Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work

abstract 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.
   
type conference paper (English)
   
keywords Customer Knowledge Management
   
name of conference Eleventh Americas Conference on Information Systems (AMCIS 2005) (Omaha, NE)
date of conference 01-06-2005
title of proceedings Proceedings of the Eleventh Americas Conference on Information Systems (AMCIS 2005)
page(s) 167-178
publisher Association of Information Systems (AIS)
review double-blind review
   
citation Dous, M., Salomann, H., Kolbe, L., & Brenner, W. (2005). Knowledge Management Capabilities in CRM: Making Knowledge For, From and About Customers Work. In Proceedings of the Eleventh Americas Conference on Information Systems (AMCIS 2005), pp.167-178: Association of Information Systems (AIS).