Community support systems (community platforms) that are providing a rich communication medium for work or interest groups are gaining more and more attention in application areas ranging from leisure support and customer support to knowledge management. One of these application areas is the support of teaching and research activities in universities. In this article we present a community supp...

This longitudinal comparative study using a multidisciplinary approach, applies a processual analysis (Pettigrew, 1985; Pettigrew, 1990; Pettigrew, 1997) from a knowledge sharing perspective, to the implementation of what the literature shows to be a relatively underresearched area of Customer Relationship Management (CRM) systems in contemporary (2001-2004) situations within Birmingham City Co...

The purpose of this paper is to contribute to the body of knowledge in the area of management accounting, particularly performance measurement systems within the BSC framework, by investigating empirically the extent of multiple performance measures usage and their effects on the financial performance of Jordanian banks in the branches level. Nevertheless, the result of this study shows that th...

Knowledge Management (KM) tools have become an established part of Enterprise Information Systems in the recent years. While traditional KM initiatives typically address knowledge exchange within project teams, communities of practice, within a whole enterprise, or even within the extended enterprise (customer knowledge management, KM in the supply chain, . . . ), the relatively new area of Per...

This chapter aims to provide a complete characterization of the different perspectives of customer relationship management (CRM) and its potentialities to support knowledge management practices in a multinational context. It describes the strategic and technological dimensions of CRM and how its adoption supports the development of a learning and customer-focused organization, with special emph...

INtrODUctION Customer relationships are increasingly central to business success (Kotler, 1997; Reichheld & Sasser, 1990). Acquiring new customers is five to seven times costlier than retaining existing customers (Kotler, 1997). Simply by reducing customer defec-tions by 5%, a company can improve profits by 25% to 85% (Reichheld & Sasser, 1990). Relationship marketing—getting to know customers ...

Knowledge has become one of the most valuable assetsfora company and has an important contribution in the tight competition. One of the companies that has been implementing knowledge management system as one of the aspects of its managerial practice is XYZ Inc. In implementing knowledge management system, XYZ Inc needs to evaluate knowledge management alongside to know the value and benefits ge...

In Today’s quality- based competitive world, known as knowledge age, customer attraction is of ultimate importance. In respect to the slogan “customer is always right”, customer relation management is the core of an organizational strategy playing an important role in four aspects of customer identification, customer attraction, customer retaining, and customer satisfaction. Commercial organiza...

In most industrial Small and Medium-sized Enterprises (SME) communication with customers is conducted exclusively by marketing, sales and service. Nowadays those business units apply Customer Relationship Management (CRM) systems to systematically gather information for the operational support of customer processes. Several studies illustrate that in the respective processes a vast body of addi...

The paper seeks to identify Starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to Starbucks success. Starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...