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Customer Knowledge Management - Improving Performance of Customer Relationship Management with Knowledge Management

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abstract In this paper, we will illustrate the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented busi-ness processes. We will base our reasoning on an inte-grated Customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This inte-grated model aims at achieving knowledge transpar-ency, knowledge dissemination, knowledge develop-ment and knowledge efficiency. The application of the four aspects content, competence, community and composition in specific CRM sub-processes will be demonstrated in several action research cases. These cases were implemented in European companies in the financial services sector and concern the support of customer-facing processes across all channels. They validate the proposed architecture while indicating critical success factors for a successful implementation of Customer Knowledge Management.
   
type conference paper (English)
   
keywords Competence Management, Content Management, Customer Knowledge Management, Customer Relationship Management (allgemein), Knowledge Management (allgemein)
   
name of conference 37th Hawaii Conference on System Science (Big Island, Hawaii)
date of conference 01-11-2004
title of proceedings Proceedings of the 37th Hawaii Conference on System Science
review not reviewed
   
citation Bueren, A., Schierholz, R., Kolbe, L., & Brenner, W. (2004). Customer Knowledge Management - Improving Performance of Customer Relationship Management with Knowledge Management. In Proceedings of the 37th Hawaii Conference on System Science.