This paper aims at assessing how location-based mobile support systems can support salespersons´ CRM efforts when they are operating within a highly mobile work environment. After briefly discussing the state-of-the-art issues associated with mobile location technologies, the paper conceptualizes key dimensions for location-based mobile support systems. The paper then discusses the dual role of salespersons in CRM. A fourth section suggests a categorization of salespersons´ CRM tasks based on both properties of location-based mobile support and the areas of salespersons' CRM-related tasks that may be affected by mobile location technologies. Finally, the paper suggests potential mobile location services and applications that can help salespersons perform effectively their everyday CRM tasks and link such applications to the determinant of salespersons´ performance. The paper concludes with a discussion of some critical issues and suggests areas for further research.
Firms have invested heavily in knowledge management (KM) with the aim to build a knowledge capability and use it to achieve a competitive advantage. Research has shown, however, that not all knowledge management projects succeed. Some studies report that about 84% of knowledge management projects fail. This paper first identifies and explains barriers that exist in two KM areas: Organizational planning, enabling, motivating; and individuals' acceptance of the implemented KM systems. After discussing each of theses areas, study implications are provided to managers and suggestions are offered for future research.
The high failure rate of KM can be explained by the gaps that exist between users and management in terms of KM perceptions and objectives.Keywords-knowledge management; barriers to knowledge management;Knowledge-gaps; supply-diriven approach to knowledge management
Abstract:The paper suggests a framework for mobile applications aimed at supporting salespersons' tasks for greater performance when they are operating within a highly mobile work environment. To do so the paper starts by providing a review of mobile technologies characteristics in terms of mobile devices, connectivity and mobile applications. After deriving a set of propositions, the paper offers some concluding remarks and suggests areas for future research
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