In many instances, customers are seen as one of the key resources for new product development (NPD), as they often have deep product knowledge as well as experience and creativity potential gained by regular product usage. From knowledge management perspective, customers’ input to NPD is manifested in different forms of knowledge. Customers’ input to NPD typically reflects their needs and desir...

In modern organizations, knowledge is the fundamental basis of competition. In the new context, two major factors determine the future survival or success of organizations: electronic commerce and the knowledge from customers. Thus, the goals of the research were figured out, and investigating the relationship and application of customer’s knowledge management in gaining competitive advantages ...

Due to the proliferation of information systems and technology, businesses increasingly have the capability to accumulate huge amounts of customer data in large databases. However, much of the useful marketing insights into customer characteristics and their purchase patterns are largely hidden and untapped. Current emphasis on customer relationship management makes the marketing function an id...

INtrODUctION As companies begin to develop competence in managing internal knowledge and applying it towards achieving organizational goals, they are setting their sights on new sources of knowledge that are not necessarily found within the boundaries of the firm. Customer knowledge management comprises the processes that are concerned with the identification, acquisition, and utilization of kn...

Customer Relationship Management (CRM) and Knowledge Management (KM) have become especial and strategic keys in the current competitive environment for all companies.  The critical role of KM as the main determinant of the success of CRM has been the focal point of the previous researches; the present paper aimed at studying the impact of different KM factors- such as Customer Knowledge (CK), S...

Objectives. The purpose of this research is to investigate the impact of knowledge management through information systems of human resources on customer relationship management. Methods. The study population included managers and employees of Mashhad's aquatic sport centres like ‘Blue Waves’, ‘Armaghan’, ‘Surging Waves’, and ‘Sunshine Coast Park’...

This work provides a comprehensive customer-focused evaluation framework that businesses can use to assess their electronic customer relationship management (eCRM) readiness. The framework is intended to provide a big picture of the overall composition of e-CRM, to facilitate gap analysis, and to support a monitoring and feedback process. Knowledge management, trust, and technology are identifi...