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| Author: | Akhavan, P. Heidari, S. |
| Title: | CKM: where knowledge and the customer meet: Integrating KM with customer relationship management processes |
| Journal: | Knowledge Management Review
2008 : JUL/AUG, VOL. 11:3, p. 24-29 |
| Index terms: | customer relationship management (crm) knowledge management competitive advantage |
| Language: | eng |
| Abstract: | In this study, the authors show the reason why is beneficial to combine customer relationship management (CRM) and knowledge management (KM). They present the conceptual framework for Customer knowledge management (hereafter as CKM), that integrates the aspects of CRM and KM in order to obtain customer-oriented business processes. According to the authors, CKM can improve the overall performance and gain competitive advantage. |
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