The present research is conducted to show that organizations can use wiki to attract customers' purchase intention inside the e-commerce context. Considering the relation between wiki and ecommerce for CRM, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase intenti...

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 ...

today, the real customer oriented must be the prevailing aspect of organizational culture and its requisite would be the real transition in the culture of organizations and the basic attention to customer as the most eminent value and the most important organizational commitment. therefore, the current research has been occomplished in order to explain all relative dimensions and elements of th...

Customer relationship management ( Customer Relationship Management, CRM ) and knowledge management ( knowledge management, KM ) are currently hot research fields. Knowledge of customer relationship management is to support the activities of the enterprise customer relationship management. Enterprise CRM activities consist of a series of activities. But there is a big gap in knowledge, So this ...

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...

the infrastructures used for knowledge management in universities are important. nowadays, higher education institutions must be innovative and have appropriate capacity to change as well as adapting with constantly changing external conditions. therefore, the aim of the present study is to assess the relationship between infrastructures and organizational change capacity (occ) and study their ...

One of the most important coordination techniques for software development is to build the effective knowledge network in a software project. The knowledge network, in this paper, refers to interfunctional relationships for obtaining customer needs. We investigated the knowledge networks employing a survey instrument to collect data from a variety of product processes in a Japanese SI (Systems ...

RFM stands for Recency, Frequency and Monetary value. RFM analysis is a marketing technique used for analyzing customer behavior such as how recently a customer has purchased (recency), how often the customer purchases (frequency), and how much the customer spends (monetary). It is a useful method to improve customer segmentation by dividing customers into various groups for future personalizat...

Successful organizations have to manage more than capital and labor. Savvy managers know that they must pay close attention to another key asset: knowledge. The author discusses how understanding the four dimensions of knowledge management— content, culture, process, and infrastructure—can help companies ensure that they have the right knowledge in the right place at the right time! Last night ...