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| Author: | Liew, C-B.A. |
| Title: | Strategic integration of knowledge management and customer relationship management |
| Journal: | Journal of Knowledge Management
2008 : VOL. 12:4, p. 131-146 |
| Index terms: | knowledge management customer relationship management (CRM) strategy |
| Language: | eng |
| Abstract: | This paper aims at introducing the concept of strategic integration of knowledge management (KM) and customer relationship management (CRM). Based on literature review and new perspectives with examples, the components of KM, CRM, and strategic planning (here as: str-plng.) are combined. Findings include crucial details in the various components of KM, CRM, and str-plng. that is. str-plng. process, value formula, intellectual capital (IC) measure, different levels of CRM with their core competencies. A case example is also provided for applying the concept. |
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