Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management

2019 ◽  
Vol 12 (2) ◽  
pp. 108
Author(s):  
Abbas Ali Rastgar ◽  
Ebrahim Esmaili ◽  
Reihaneh Naderi ◽  
Amin Hemmati
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management

Customer Knowledge Management (CKM)

2015 ◽  
pp. 1-15
Author(s):  
Rawan Khasawneh ◽  
Ameen Alazzam
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Satisfaction Level ◽  
Sustainable Competitive Advantage ◽  
Customer Knowledge ◽  
Knowledge Based ◽  
Customer Knowledge Management ◽  
Future Work

The knowledge-based perspective of the firm implies that knowledge is an important asset that should be utilized effectively in order to achieve sustainable competitive advantage and leverage customer loyalty and satisfaction level. Integrating Customer Relationship Management (CRM) and Knowledge Management (KM) resulted in introducing the concept of Customer Knowledge Management (CKM), which focused on getting the maximum benefits from customer knowledge and providing customers with continuous improvements and customized products and services. This chapter explores customer knowledge management and its general concepts including knowledge and customer relationship management. In addition, it reviews the goal of CKM strategy that targets organizing and integrating customer knowledge in a manner that improves the organization's understanding of how to serve customers by more effectively utilizing the vital relationship between implementing CKM strategy and leveraging customer satisfaction level. Conclusions and proposed future work are stated at the end.

scholarly journals Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study

2014 ◽  
Vol 10 (1) ◽  
pp. 1784-1800
Author(s):  
Ming Li
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Management Concepts ◽  
Management Approaches ◽  
Innovation Competence

Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company.  The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches.  Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM.  We results are CKM process, CKM competence, CKM outputs.  We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.

scholarly journals ANALISIS USER INTERFACE BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT PADA WEBSITE JOGJA DIGITAL VALLEY (JDV)

Respati ◽  
2017 ◽  
Vol 11 (32) ◽  
Author(s):  
Aatha Gilang Saputra ◽  
Hinova Rezha Ulinuha ◽  
Anisah Romdhiyatun Noor
Keyword(s):  
Knowledge Management ◽  
User Interface ◽  
Conceptual Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
User Friendly

ABSTRAKUser interface dalam website merupakan aspek penting yang berhubungan langsung kepada pengguna. User interface yang tidak memenuhi kebutuhan dan keinginan pengguna seringkali membuat sebuah website menjadi kurang efektif dan kurang disukai pengguna sehingga website tersebut akan ditinggal oleh pengguna. Website yang baik akan menghadirkan user interface yang user-friendly dan tentu saja memenuhi kebutuhan dan keinginan pengguna dalam berinteraksi sehingga tercapainya tujuan pengguna dalam menggunakan website tersebut. Terdapat beberapa faktor yang mempengaruhi strategi dalam menentukan fitur dalam user interface agar pengguna mencapai tujuannya dan memenuhi kebutuhannya yaitu, Knowledge Management, Customer Relationship Management (CRM) dan Customer Knowledge Management (CKM). Penelitian ini bertujuan untuk memetakan strategi apa saja yang akan dibangun dalam rangka untuk membuat user interface yang akan membuat pengguna maupun calon pengguna website mencapai tujuan atau kebutuhannya. Analisis dalam memetakan strategi tersebut adalah berdasarkan Conceptual Model Of Customer Knowledge Management (CKM). Hasil analisis yang akan dituju setelah memetakan strategi fitur dalam user interface berdasarkan CKM adalah memperbaiki dan merancang user interface pada website Jogja Digital Valley (JDV) agar memenuhi kriteria aspek pada Customer Knowledge Management.Kata Kunci : user interface, website, Customer Knowledge Management (CKM)

scholarly journals Usulan Customer Knowledge Management (CKM) Di Fitur Aplikasi Logistik di PT. X

2021 ◽  
Vol 7 (1) ◽  
pp. 27-34
Author(s):  
Alizar Hasan ◽  
Fifi Nadhroh ◽  
Prima Fithri
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management

Perkembangan teknologi yang sangat pesat memberikan banyak kemudahan pada berbagai lini kegiatan bisnis. secara umum permasalahan yang dialami perusahaan adalah tinggi nya biaya logistik. Proses logistik yang hanya melakukan satu perjalanan dalam transportasi barang mengakibatkan biaya logistik yang tidak efisien. Aplikasi Logistik “X”adalah solusi digital logistik terintegrasi yang memberikan nilai tambah bagi perusahaan. kondisi aplikasi X saat ini masih belum mampu mendukung pelayanan kepada pengguna secara optimal khususnya fitur transaksi pembayaran otomatis. Solusi untuk mengatasi permasalah tersebut adalah usulan dilakukannya pengembangan fitur aplikasi logistik X untuk mengetahui tingkat kepuasan pengguna. Metode yang digunakan dalam penelitian ini adalah model conceptual Customer Knowledge Management (CKM) berdasarkan fase Customer Relationship Management (CRM) dan proses Knowledge Management (KM). penelitian ini menghasilkan perbandingan fitur hasil pemetaan berdasarkan fase Customer Relationship Management (CRM) dan proses Knowledge Management (KM). Hasil perbandingan fitur yang telah dirumuskan dengan fitur yang tersedia pada aplikasi X tersebut kemudian menjadi acuan untuk menentukan usulan fitur-fitur yang disarankan kepada PT X untuk diterapkan pada aplikasi logistik X. Sehingga nantinya dapat memudahkan dalam pengembangan fitur-fitur aplikasi berdasarkan kebutuhan pengguna aplikasi logistik X.

Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process

2008 ◽  
Vol 07 (03) ◽  
pp. 145-157 ◽  
Author(s):  
Haroun Alryalat ◽  
Samer Al Hawari
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Rapid Change ◽  
Relationship Management ◽  
Research Area ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Knowledge Process ◽  
The Impact

Due to the strong competition that exists among organisations and the rapid change in the business environment, knowledge has turned out to become a key source for organisations to enhance the competitive advantage. Integrating Knowledge Management (KM) and Customer Relationship Management (CRM) process is a new research area, therefore, scientific research and literature around it remain limited. In addition, the impact of KM process on customer acquisition, retention, and expansion to improve customer satisfaction remains under study and report. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) Process depending on analysis of various models presented in KM and CRM. The main highlighting is laid upon the concepts of the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to the development of KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer). The paper investigated how the companies in Jordan developed KM process to improvement the CRM process. Based on data collected from the company, results from analysis indicated that the KM process had a positive effect on CRM process.

scholarly journals Customer-Centric Knowledge Creation For Customer Relationship Management

2014 ◽  
Vol 30 (2) ◽  
pp. 397 ◽  
Author(s):  
Phocharapol Srisamran ◽  
Vichita Vathanophas Ractham
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Knowledge Creation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Timely Manner ◽  
Business World ◽  
Customer Knowledge ◽  
Knowledge Based

As the pace of todays world increases with advances in technology and globalization, the heat of rivalry and competition in the business world is also rising. It is a wake-up call for many firms that they can no longer just convince customers to buy whatever they sell. They have to understand their customers. Customer Relationship Management (CRM) can assist firms to know your customer and construct good relationships with customers. In order to know your customer and construct a good relationship, customer knowledge must be acquired and managed. However, this is no easy task since customer knowledge can be subjective and difficult to extract or manage. An approach is needed to acquire and manage customer knowledge. Knowledge management, including knowledge creation, can assist in terms of acquiring and managing customer knowledge. Knowledge management not only improves understanding of the customer, but also improves business process performance by enabling response to customer needs in a timely manner with better quality of service. Customer-Centric Knowledge Creation is the process for the creation of knowledge based on customer knowledge within the CRM contexts which are enterprise-wide, customer-centric, technology-driven, and cross-functional. The aims of this process are to assist organizations to gain more understanding of the customer, embedding customer knowledge into organization knowledge, and creating a customer-focused mindset in organizational members. In other words, it is to sustainably create knowledge focusing on customer knowledge in an organization.

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