customer is the axis of organizations' activities and the mission of all modern organizations is based on the customer. quality as a concern and concept of management is defined in relation to customer satisfaction. regarding the common purpose of customer knowledge management and quality function development technique, this research is to evaluate automobile industry emphasizing the types of c...

Like any other organisations in today’s knowledge base economies, academic libraries are subject to constant changes. This is based on the changes of the environment surrounding them. The ability of these organizations to produce timely responses to these changes would enhance survival rate, growth, and competitive advantage. This paper focuses on providing an analytical tool that can both impr...

background and purpose: clinical knowledge management (ckm) is considered as a dominant approach for information management and expansion of knowledge in clinical settings. health care executives have recently begun to focus on ckm. therefore, identification of challenges against proper ckm planning is of paramount importance. the aim of this study was to explore challenges in clinical knowledg...

the purpose of this study is the feasibility of customer relationship management implementation from employees and managers' perspective of melli bank in esfahan city by using structural equation modeling (sem). this study is applicable in terms of purpose and descriptive –survey in terms of method. the sample population of this study was employees and managers of melli bank in esfahan cit...

the aim of this study is assessing the effectiveness of customer relationship management factors in isfahan tourism and travel agencies by structural equation modeling (sem). it is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. research population included all of staffs and managers at tourism and travel agencies in isfahan in 2012 that 274 of the...

In this study, the enablers of Customer Knowledge Management (CKM) software companies are investigated. Consequently, conceptual CKM enabler model is developed by extracting “organizational”, “technological” and “human” factors from literature. Then, a Multi-Criteria Decision-Making (MCDM) approach applied to identify dependence relationships using Analytic Network Processes (ANP) Trial Evaluat...

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, ...

The purpose of this research is to understand the way a CRM project implementation may contribute to the success of the project. The approach of Knowledge Management Strategic Alignment was used as a theoretical framework and a case study was realised for this end. The case study allowed exploring the role of customer knowledge competencies of the company in the CRM project implementation. Thre...

The purpose of this paper is to analyze the extent to which the use of social media can support customer knowledge management (CKM) in organizations relying on a traditional bricks-and-mortar business model. The paper uses a combination of qualitative case study and netnography on Starbucks, an international coffee house chain. Data retrieved from varied sources such as newspapers, newswires, m...