Creating competitive advantage through customer knowledge management in customer relationship management

摘要

Knowledge is the most valuable asset of a firm. It is also seen through the ages that only those who make a systematic effort can acquire knowledge. Today, Knowledge management is a growing field of study. Although current competitive challenges induced by today's business environment place firms' main emphais on organizational knowledge, customer knowledge has been overlook. Especially, there is a lack of a simple and overall framework to integrate the traditional customer relationship management (CRM) functionalities with the management and application of the customer-related knowledge, particularly in the context of marketing decisions. In this paper, we present an integrated framework for CRM through the application of knowledge management technology. The framework can be the basis for enhancing CRM development.