DEVELOPING CUSTOMER KNOWLEDGE MANAGEMENT PROCESS MODEL USING CRM SYSTEMS

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ASHOURI MARYAM; SHARIFKHANI MONA; TAROKH MOHAMMAD JAFAR

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Journal: Roshd-e-Fanavari Year:2014 | Volume:10 | Issue:40 Page(s): 62-68

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Information Journal Paper

Title

DEVELOPING CUSTOMER KNOWLEDGE MANAGEMENT PROCESS MODEL USING CRM SYSTEMS

Author(s)

ASHOURI MARYAM | SHARIFKHANI MONA | TAROKH MOHAMMAD JAFAR | Issue Writer Certificate

Keywords

BUSINESS PROCESSESQ2

CUSTOMER RELATIONSHIP MANAGEMENTQ3

KNOWLEDGE MANAGEMENTQ3

CUSTOMER KNOWLEDGE MANAGEMENTQ2

BUSINESS ENGINEERING MODELQ2

Abstract

In recent years, many companies have integrated the activities of CUSTOMER RELATIONSHIP MANAGEMENT with KNOWLEDGE MANAGEMENT together as one concept. In fact, the KNOWLEDGE MANAGEMENT is major parameter in CUSTOMER RELATIONSHIP MANAGEMENT. The potential of bilateral relationship between these two fields and also the critical function of KNOWLEDGE MANAGEMENT in success of CUSTOMER RELATIONSHIP MANAGEMENT, has attracted the attention of researchers to this matter recently. The term of “customer KNOWLEDGE MANAGEMENT” is the combination of KNOWLEDGE MANAGEMENT and CUSTOMER RELATIONSHIP MANAGEMENT. The customer KNOWLEDGE MANAGEMENT requires applying different approaches through considering wide variety of key variables in these fields. The considered key variables for each customer KNOWLEDGE MANAGEMENT model are different according to its model. Generally, many models have been presented for customer KNOWLEDGE MANAGEMENT, including conceptual, process and system model. In this paper, we intend to develop process model which achieved from combination of BUSINESS ENGINEERING MODEL, six BUSINESS PROCESSES based on CUSTOMER RELATIONSHIP MANAGEMENT systems, and four aspects of KNOWLEDGE MANAGEMENT in principle business activities, namely marketing, sales and services.

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APA: Copy

ASHOURI, MARYAM, SHARIFKHANI, MONA, & TAROKH, MOHAMMAD JAFAR. (2014). DEVELOPING CUSTOMER KNOWLEDGE MANAGEMENT PROCESS MODEL USING CRM SYSTEMS. ROSHD-E-FANAVARI, 10(40), 62-68. SID. https://sid.ir/paper/145009/en

Vancouver: Copy

ASHOURI MARYAM, SHARIFKHANI MONA, TAROKH MOHAMMAD JAFAR. DEVELOPING CUSTOMER KNOWLEDGE MANAGEMENT PROCESS MODEL USING CRM SYSTEMS. ROSHD-E-FANAVARI[Internet]. 2014;10(40):62-68. Available from: https://sid.ir/paper/145009/en

IEEE: Copy

MARYAM ASHOURI, MONA SHARIFKHANI, and MOHAMMAD JAFAR TAROKH, “DEVELOPING CUSTOMER KNOWLEDGE MANAGEMENT PROCESS MODEL USING CRM SYSTEMS,” ROSHD-E-FANAVARI, vol. 10, no. 40, pp. 62–68, 2014, [Online]. Available: https://sid.ir/paper/145009/en

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