paying attention to customers is necessary for continuing operation in competitive markets today. through customers’ satisfaction, organizations can reduce production costs and increase their revenues. customer relationship management can help the managers and organizations with establishing a constructive relationship with customers and maintaining them. therefore, developing and deploying an ...

This paper aimed at examining the role of various interactive technologies in aiding Electronic Customer Knowledge Management Systems (E-CKMS). The development of E-CKMS encounters several challenges including trust and knowledge hoarding, and comparative studies that evaluate the potential of interactive technologies are lacking. Therefore, an investigation was carried out to uncover this pote...

Customer Relationship Management (CRM) and knowledge management, have some important issues, in particular, related to lack of success of CRM strategies implementation. Much CRM writing focuses on technology applications, but the critical role of knowledge management is now beginning to be recognized. CRM is definitely related to the discipline of knowledge management thus, the existence of suf...

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process ...

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...

Service failure and recovery is a well-established area of services research. Research has shown that service recovery is critically important from a managerial perspective in terms of maintaining customer relationships. Yet few firms excel at handling service failures. There is a growing number of managers who claim that customers tend to be dissatisfied with their service recovery effort. The...

The fast growing demands of customers that face organizations are concerned with the acquisition of new customers. In this approach Knowledge has become a key source for organizations to improve the competitive advantage. Therefore, Knowledge Management (KM) is viewed as one of the most interesting options as it can produce competitive Advantage. Consequently, competitive advantage is essential...