مقاله


کد مقاله : 13921111133491640

عنوان مقاله : Developing Customer Knowledge Management Process Model Using Customer Relationship Management Systems

نشریه شماره : 40 Autumn 2015

مشاهده شده : 1794

فایل های مقاله :


نویسندگان

  نام و نام خانوادگی پست الکترونیک مرتبه علمی مدرک تحصیلی مسئول
1 Maryam Ashoori maryam.ashoori@gmail.com Teacher Assistant M.Sc
2 Mona Sharif khani msharif8665@yahoo.com - M.Sc
3 Mohammad Jafar Tarokh mjtarokh@kntu.ac.ir Professor PhD

چکیده مقاله

In recent years, many companies have integrated the activities of customer relationship management with knowledge management together as one concept. In fact, the principal reason for the mentioned integration is that the knowledge management plays a key role in the customer relationship management. The potential of bilateral relationship between these two fields and also the critical function of knowledge management in success of customer relationship management, has attracted the attention of researchers to this matter recently. The term of “customer knowledge management” is the combination of knowledge management and customer relationship management. The customer knowledge management requires applying different approaches through considering wide variety of key variables in these fields. The considered key variables for each customer knowledge management model are different according to its model. Generally, many models have been presented for customer knowledge management, including conceptual, process and system model. In this paper, we intend to develop process model which achieved from combination of business engineering model, six business processes based on customer relationship management systems, and four aspects of knowledge management in principle business activities, namely marketing, sales and services.