On TechRepublic: Why Android beats iPhone
BNET Business Network:
BNET
TechRepublic
ZDNet

FREE Registration is required

Overview:

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. This paper presents 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 the paper builds on the survey's findings by presenting a cross-case analysis. The case studies conducted can be considered "Good practices" that enhance CRM initiatives by applying knowledge for, from or about customers. Based on the case study analysis, the authors derive a conceptual framework for successfully implementing knowledge-based CRM initiatives in practice.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format:PDFSize:234 KB
Date:Aug 2005
Pages:12

People who downloaded this item also downloaded

White Paper Knowledge Management Issues and Practices: A Case Study of a Professional Services Firm
White Paper Adoption of Customer Relationship Management (CRM) Solutions as an Effective Knowledge Management (KM) Tool: A Systems Value Diagnostic
White Paper Best Practices in Knowledge Management for Customer Service: Optimizing Knowledge Resources to Drive Customer Value
White Paper Contact Center Knowledge Management - New Relevance and Best Practices for Today's Business Environment
White Paper Customer Knowledge Management - Improving Performance of Customer Relationship Management With Knowledge Management

Top results from Call Center - Contact

White Paper Best Practices in the Call Center: A Customer Touch-Point Methodology
White Paper Create Enduring Customer Relationships
White Paper Differentiate Your Company with Complete CRM
White Paper Empowerment as a Growth Strategy
Webcast See Through Your Systems Complexity

» View all Call Center - Contact listings

advertisement

White Papers, Webcasts, and Resources

Featured Training Courses

advertisement

SmartPlanet

Click Here

Returning users: Log In Here!

Already registered on BNET, TechRepublic, or ZDNet? Simply log in.

Free Membership: Sign Up Now!

Sign up for a free membership today and get instant and unlimited access to one of the largest databases of white papers, webcasts, and casestudies anywhere. Your FREE membership allows you to:

  • Download an unlimited amount of content, including classic and current white papers, case studies, webcasts and more
  • Track content on your chosen topics of interest
  • Receive targeted email alerts when your favorite content is added
  • Save content for future reading
  • Receive our member newsletter

When you register to access this library, you allow us to share your information with companies that produce products or services featured in the library--so that such companies may contact you with information and offers regarding their products and services. This enables us to keep the library a free service. As a library registrant, you will receive a complimentary subscription to the ZDNet white paper newsletter and e-mail Must-Read News Alerts. You can unsubscribe from these at any time. By clicking the Sign up button, you indicate that you agree to our Terms and Conditions and have read and understand our Privacy Policy (updated).