Executive Summary Customer Intelligence Management (CrIM) is a member of the intelligence management family, sharing a variety concerns and practices with business intelligence (BI) and competitive intelligence (CI). Its origins can be traced to practices of customer relationship management and marketing and advertising science. It is especially associated with Customer Relationship Management ...

Product configuration is a key issue in the development of products which most closely conform to the expectations of customers, thereby enhancing customer satisfaction. It provides a means to customize products in such a way as to meet the requirements of different niches of the market. In this context, this paper proposes a fuzzy product configuration procedure to define product configuration...

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...

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...