Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors

Garrido‐Moreno, Aurora; Meléndez, Antonio Padilla

doi:10.1016/j.ijinfomgt.2011.01.002

Cited by 175 publications

(127 citation statements)

References 52 publications

Supporting

Mentioning

112

Contrasting

Order By: Relevance

“…Customer satisfaction can be defined as a response or a feeling of satisfaction towards the experience of using a company product or service. Various researchers, including [9], [10] have used customer satisfaction as a measure of CRM system success. The profitability represents the deduction of organisations from all revenues and the offer of services or goods to their customers over a specific time period [11].…”

Section: A Successful Crm Systemmentioning

confidence: 99%

Exploring the Success Factors of Customer Relationship Management (CRM) Systems in the Telecommunication Sector in Saudi Arabia

Al-Rashed¹

2018

IJIET

View full text Add to dashboard Cite

Abstract-The telecommunication sector in Saudi Arabia is continuously seeking to build close relationships with its customers. It knows that its loyal customers are the source of most of its profit. With recent advances in technology, most telecommunication companies have customer relationship management (CRM) systems. However, implementing CRM systems has a low success rate. The implementation of a CRM system is a complex process, full of problems that must be managed properly to achieve the desired result. Otherwise, it could lead to a waste of time, effort and money as well as to an insufficient system. To eliminate these issues, this study aims to investigate the relationships among knowledge management, technology and CRM vision for successful CRM systems in the telecommunication sector in Saudi Arabia. The sample of this study included employees and managers employed in the Saudi telecommunication sector. SPSS and confirmatory factor analysis (CFA) were used. Out of 160 questionnaires, 143 were returned by the end of April 2016. Each variable was measured using reliable developed scales: successful CRM systems (three items), knowledge management (seven items), technology (four items) and CRM vision (three items). Data were input into SPSS and analysed using CFA. The results indicated that the hypotheses (H1, H2 and H3) of this study were acceptable and supported.

show abstract

Section: A Successful Crm Systemmentioning

confidence: 99%

Exploring the Success Factors of Customer Relationship Management (CRM) Systems in the Telecommunication Sector in Saudi Arabia

Al-Rashed¹

2018

IJIET

View full text Add to dashboard Cite

show abstract

“…5 -9 CRM concerns managing customer knowledge in order to realize and serve them in an effective manner. 11 Customerrelated knowledge plays a signifi cant role in retaining competitive advantage of businesses. 12 It should be noted that CRM objectives can be attained through obtaining customer-related knowledge; in fact, CRM embodies a huge Knowledge Management (KM) element.…”

Section: Original Articlementioning

confidence: 99%

“…As CRM processes are knowledge-intensive processes, 14 it is crucial for an effective CRM system to have access to abundant and continuously updated customer knowledge. 11,12,15 As Liew 16 summarized, three levels of progress can be considered for CRM, which are (i) Transaction-based data processing customer services, (ii) Informed decision-based customized services and (iii) Knowledge-based customer and value-driven relationship management. In order to reach the last level of CRM sophistication, the organization should consider KM as a strategic change.…”

Section: Original Articlementioning

confidence: 99%

“…38 Overall, CRM is supposed to enhance customer acquisition and customer retention by winning new customers and developing long-term relationships with current customers, whereas traditional marketing was concentrating on just acquiring new customers. 38,11 According to Guozheng and Yun, 37 CRM means ' not only [ … ] managing all customer interactions, but an indispensable resource for competitive advantage through knowledge management and value creating ' .…”

Section: Deriving the Ckm Process Model Embedding Km In Crmmentioning

confidence: 99%

“…11 As Wang Hualin and Yu Zhongdong 27 stated, customer knowledge is ' the experience, value, situational information which are needed, produced or possessed, dynamically combine with the experts ' clairvoyance ' . Rowley 61 also defi ned customer knowledge as ' knowledge about customers, which includes knowledge about potential customers, customer segments and individual customers and knowledge possessed by customers ' .…”

Section: Deriving the Ckm Process Model Embedding Km In Crmmentioning

confidence: 99%

See 2 more Smart Citations

Proposing a customer knowledge management model for customer value augmentation: A home appliances case study

Sedighi

Mokfi²,

Golrizgashti³

2012

J Database Mark Cust Strategy Manag

View full text Add to dashboard Cite

Mohamad Mohsen Sedighiis a researcher at the Young Researchers Club, South Tehran Branch, Islamic Azad University. Taha Mokfiis a data miner and data mining trainer conducting plenty of research projects in Iranian companies. Seyedehfatemeh Golrizgashtiis a lecturer at South Tehran Branch, Islamic Azad University.ABSTRACT Customer Relationship Management (CRM) plays a prominent role in enabling businesses to meet their customers ' needs, and therefore it acts as a catalyst in the process of creating and delivering value to them. As CRM concerns managing customer knowledge, it can be considered as a subset of Knowledge Management (KM). Therefore, in this study, the effort has been made to propose a Customer Knowledge Management (CKM) process model to compensate the existing lack of a study integrating CRM and KM with the aim of customer value augmentation. In this CKM model, all forms of CRM are employed to support all the phases of CKM. Finally, a home appliances case is studied to illustrate the proposed CKM model.

show abstract

Customer knowledge management antecedent factors: A systematic literature review

Khosravi

Hussin

2018

Knowl Process Manag

View full text Add to dashboard Cite

Customer knowledge (CK) is recognized as a critical organizational resource that provides competitive advantage. Capability of absorbing, sharing, and applying CK can be a challenge for organizations. Human, Organizational, and Technological conditions that facilitate CK management (CKM) are vital capabilities for organizations. This article intends to delve into the world of CKM by appraising and scrutinizing the present state of research and extracting organizational, individual, and technological CKM precursor factors. On the basis of a systematic literature review, this study gathers, integrates, and scrutinizes 66 papers pertaining to CKM precursor factors published during the period 2003–2016 on seven databases by adhering to a predefined review convention. The chosen articles have been appraised so as to mine pertinent information on a series of research questions. We noted a general rise in the number of related papers in the last 8‐year period. Selected articles have investigated CKM in 14 different contexts and 19 different countries. The result of extracting CKM antecedent factors shows that “Customer‐Centric Culture,” “Collaboration System,” and “CRM Technology Infrastructure” have the most frequency in the literature. However, “Intellectual Property,” “Program Champion,” and “Trust” are less iterative factors. Therefore, companies and researchers can use the result of this research for developing Human, Organization, and Technological capabilities in order to implement CKM successfully.

show abstract

Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors

Cited by 175 publications

References 52 publications

Exploring the Success Factors of Customer Relationship Management (CRM) Systems in the Telecommunication Sector in Saudi Arabia

Exploring the Success Factors of Customer Relationship Management (CRM) Systems in the Telecommunication Sector in Saudi Arabia

Proposing a customer knowledge management model for customer value augmentation: A home appliances case study

Customer knowledge management antecedent factors: A systematic literature review

Contact Info

Product

Resources

About