The role of AI-based technology in support of the knowledge management value activity cycle

Fowler, Alan

doi:10.1016/s0963-8687(00)00041-x

Cited by 59 publications

(27 citation statements)

References 37 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This research attempts to integrate relevant enabling technologies (Devedic, 1999;Fowler, 2000;Sycara et al, 1996;Wu, 2001) into an environment that would support organizational knowledge creation, use, and management. Two such enabling technologies that we discuss are intelligent agents and XML, which are briefly discussed below.…”

Section: Knowledge Managementmentioning

confidence: 99%

Application of knowledge management technology in customer relationship management

Bose

Sugumaran

2003

Knowl Process Manag

160

View full text Add to dashboard Cite

Given the important role being played by knowledge management (KM) systems in the current customer-centric business environment, 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. While KM systems manage an organization's knowledge through the process of creating, structuring, disseminating and applying knowledge to enhance organizational performance and create value, traditional CRM have focused on the transactional exchanges to manage customer interactions. True CRM is possible only by integrating them with KM systems to create knowledge-enabled CRM processes that allow companies to evaluate key business measures such as customer satisfaction, customer profitability, or customer loyalty to support their business decisions. Such systems will help marketers address customer needs based on what the marketers know about their customers, rather than on a mass generalization of the characteristics of customers. We address this issue in this paper by proposing an integrated framework for CRM through the application of knowledge management technology. The framework can be the basis for enhancing CRM development. Copyright # 2003 John Wiley & Sons, Ltd. INTRODUCTIONCRM is one of the hottest tools in business today. But like total quality management and reengineering before it, CRM has not always lived up to its hype (Brown, 2000;Swift, 2001). Still, companies ignore it at the risk of being left behind. Simply, CRM is a high-tech way of gathering mountains of information about customers, then using it to make customers happy-or at least a source of more business. It is therefore, concerned with understanding and influencing customer behavior (Kotler, 2000).One CRM trailblazer was the gaming company Harrah's Entertainment, which has successfully combined software and human marketing expertise to get gamblers into its 25 casinos. Harrah's do a thorough, sophisticated analysis of 24 million customers in their database. Harrah's know-how frequently customers come, what they play, and they then provide follow-up with continuous communication over the phone, direct mail and e-mail and on their Web site. It allows Harrah's to be participatory rather than being simply reactive. Their technologists refer to it as CRM but their managers refer it as their loyalty program.Although CRM is the fastest-growing business tool satisfaction with its use currently ranks quite low (Winer, 2001 (Zeithaml, 2001). CRM is not necessarily about automating or speeding up existing operational processes; rather, it is about developing and optimizing methodologies to intelligently manage customer relationships. Thus, it is about effectively managing and leveraging customer related information or knowledge, to better understand and serve customers.A true CRM solution design requires a complex combination of many best-of-breed components, including a...

show abstract

Section: Knowledge Managementmentioning

confidence: 99%

Application of knowledge management technology in customer relationship management

Bose

Sugumaran

2003

Knowl Process Manag

160

View full text Add to dashboard Cite

show abstract

“…However, some research supporting a sourcing approach in which knowledge-based systems consider the use of AI tools to generate new knowledge [45,100,101] can be found.…”

Section: Discussionmentioning

confidence: 99%

Transforming expertise into Knowledge-Based Engineering tools: A survey of knowledge sourcing in the context of engineering design

Quintana-Amate

Bermell-García

Tiwari

2015

Knowledge-Based Systems

View full text Add to dashboard Cite

“…. Collective systems, which facilitate flows of information that may be controlled by users (Fowler, 2000;Lee & Runge, 2001).…”

Section: The Service Industries Journalmentioning

confidence: 99%

Implementing e-business through eListening in the Spanish information technology industry

Cegarra‐Navarro

Sánchez-Polo

2009

The Service Industries Journal

View full text Add to dashboard Cite

Listening to customers and translating what is heard into an action plan is a mark of a successful organization. This article suggests eListening as the core for the possibility of business performance and illustrates this suggestion with an empirical study. In order to achieve this, we examine the relative importance and significance of e-business and the level of eListening-related performance through an empirical investigation of 285 enterprises in the Spanish information technology industry. The results are then calculated using structural equation modelling validated by factor analysis. This leads to the main conclusion that a major organization's 'business performance' is unlikely to be successful without embracing eListening.

show abstract

The role of AI-based technology in support of the knowledge management value activity cycle

Cited by 59 publications

References 37 publications

Application of knowledge management technology in customer relationship management

Application of knowledge management technology in customer relationship management

Transforming expertise into Knowledge-Based Engineering tools: A survey of knowledge sourcing in the context of engineering design

Implementing e-business through eListening in the Spanish information technology industry

Contact Info

Product

Resources

About