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Overview:

This paper illustrates the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented business processes. This reasoning is based on an integrated Customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This integrated model aims at achieving knowledge transparency, knowledge dissemination, knowledge development and knowledge efficiency.

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Format:PDFSize:289 KB
Date:Jan 2004
Pages:10

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