CRM is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. This research is part of a long-term study to examine systematically CRM factors that affect design decisions for CRM data warehouses in order to build a taxonomy o...

In this article we discuss the importance of customer-orientation for corporate success. Customer-orientation is not merely managerial jargon, although a quick glance through annual reports would lead one to such a conclusion. There is some substantial meaning in the concept. Customerorientation is not the exclusive right of the marketing department. In fact, we argue that customer-orientation ...

IT professionals are finding that more of their IT investments are being measured against a knowledge management (KM) metric. Those who want to deploy foundation technologies such as groupware, CRM or decision support tools, but fail to justify them on the basis of their contribution to KM, may find it difficult to get funding unless they can frame them within the KM context. Determining KM's p...

This exploratory case study research applies a processual analysis (Pettigrew, 1997) to the implementation of a Customer Relationship Management (CRM) system from a knowledge management perspective to a contemporary (1999-2004) situation within Birmingham City Council. A specific focus is given to areas neglected in previous CRM studies sub-cultures, psychological contracts, how tacit knowledge...

a r t i c l e i n f o The importance of the customer's role in the management of a firm has been increasing for the last twenty years. A firm's organizational capabilities, both internally and externally oriented, are essential for increasing customer value creation and the focus of this paper is on market orientation, knowledge management and customer relationship management. The aim of the st...

In the “now” economy, knowledge, trust, technology, and the relationships among stakeholders are the keys to success. Although for almost eighty years, strategy literature stated that these concepts are important, we were not in a position to effectively leverage and/or effectively execute knowledge and relationship management in real time until the turn of the twenty first century. Many compan...

The approach of knowledge management, business intelligence, and customer relationship management was used as theoretical technologies in order to build an intelligence enterprise framework. Since the business intelligence process can create additional customer value through knowledge creation with the customer, business intelligence can provide users with reliable, accurate information and hel...