In this paper, the authors examine critical success factors and outcomes of market knowledge management, which is the management of knowledge pertaining to a firm’s customers, competitors, and suppliers. Using data collected from 307 managers in 105 businesses across Canada, the authors show that a firm’s extent of information technology adoption, its analytical capabilities, and market orienta...

Data Mining for Knowledge Organization By Kenji YAMANISHI* and Satoshi MORINAGA* *Internet Systems Research Laboratories It becomes increasingly important to automatically discover business knowledge from large databases in order to drastically reduce operators’ costs in the areas of CRM (Customer Relationship Management), knowledge management, Web marketing, etc. This paper introduces NEC’s te...

In this paper, we attempt to investigate the constitutive roles of external and internal information systems for interorganizational knowledge transfer which is compassed by the knowledge movement from a source firm and knowledge receipt by a recipient firm. We take a dyadic approach to examine how the interorganizational systems (IOS) and the internal organizational memory information systems ...

With the rapid change of business competitive environment, enterprise resource integration and innovative issues of business operation have gradually become the most important issues for businesses. Furthermore, many enterprises have implemented novel information technology and developing the innovative e-business applications systems such as enterprise resource planning (ERP), customer relatio...

Businesses today, including non-profits, recognise the need for knowledge management (KM). KM may require new strategies and goals before it can be implemented, or it can be aligned with current business strategies for quicker implementation. The framework presented here is for managers in companies and organisations to use to align their KM strategies with business strategies to improve perfor...

Communication and promotion decisions form the heart of retailer customer experience management strategy. In this review paper, we address two key questions from a retailer’s perspective: (1) what have we learned from prior research about promotion, advertising, and other forms of communication and (2) what major issues should future research in this area address. In addressing these questions,...

The phenomenon of customer experience (CE) is of increasing interest to both academics and business executives. The current literature on the practice and management of CE, while multifaceted, lacks conceptual and strategic direction. Marketing research believes CE interactions and strategies have a positive influence on the customer perceived value since value is experiential, resulting in fin...

During the past decade, data warehousing has been widely adopted in the business community. It provides multi-dimensional analyses on cumulated historical business data for helping contemporary administrative decision-makings. Nevertheless, it is believed there is only about 20% information can be extracted from data warehouses concerning numeric data only, the other 80% information is hidden i...

During the 1990s the Client Server architectures efficiently supported and enhanced e-business applications. Based on this communication model, a number of new fields emerged including: e-learning, Knowledge Management, e-banking, Customer Relationship Management etc. Recent developments have further expanded the capabilities of networking. In this context, Peer-to-Peer (P2P) technology has eme...

The InterContinental Hotels Group (http://www.ihgplc.com) is the world’s largest hospitality and accommodation provider by room count. 2002 was a banner growth year for the corporate and the volume of customer relationship management projects and resulting reports posed a digital retention problem. To address their knowledge management challenge, the Decision Science Support department initiate...