Application of Knowledge Management in Customer Relationship Management Processes

Vahid Majazi Dalfard ； Ahmad Jafari ； Tohid Alizadeh

《Research Journal of Applied Sciences, Engineering and Technology》 4卷12期 (2012/06) Pp. 1762-1766

並列摘要

Customer relationship management processes can be considered as processes with knowledge increase that their performance is affected by providing knowledge of product, markets and customers. So, using knowledge management capabilities result in taking advantage through customer knowledge flow in the processes. This article addresses knowledge management applications in customer relationship management processes. Studies showed that in general organizations use customers knowledge in customer portfolio management, developing customer divisions, marketing communications and marketing promotion, product quality, creating a new product, defining commercial processes of customer services, supporting customer communication center and customer knowledge sales.

並列關鍵字

Customer relationship management ； customer knowledge ； knowledge management