scholarly journals Impact of Knowledge Management on Success of Customer Relationship Management (Staff, Leadership, Organizational Structure)

2016 ◽  
Vol 10 (3) ◽  
pp. 142
Author(s):  
Zinat Ghaedi ◽  
Abdolali Keshtegar ◽  
Mohammad Ghasemi
Keyword(s):  
Knowledge Management ◽  
Organizational Structure ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Pearson Correlation ◽  
Relationship Management ◽  
Organizational Factors ◽  
Customer Relationship ◽  
Cluster Sampling ◽  
The Impact

<p>The aim of this study was to analyze the impact of knowledge management on success of customer relationship<br />management: mediating impacts of organizational factors (staffs, leadership, organizational structure) in capital<br />bank by descriptive-correlation method. Accordingly, to measure knowledge management, the Fang and Choai<br />(2009) questionnaire was applied, to evaluate organizational variables (staffs, leadership, organizational<br />structure), Greve &amp; Albers (2006) questionnaire was used and to assess technology of customer relationship<br />management, Chang et al (2006) questionnaire was employed and regarding success of customer relationship<br />management, Bang (2005) and Chen and Chung (2004) questionnaires were used. The population of this study<br />included all staffs of capital bank in Tehran city that were 642 staffs which based on Cochran formula, 240 staffs<br />were selected by cluster sampling. To analyze data, Pearson correlation test and structural equation model were<br />employed by using SPSS and AMOS software. The obtained results of this study indicated that the knowledge<br />management affected significantly on organizational factors (staffs, leadership, organizational structure).<br />Furthermore, the technology of interaction management affected significantly on success of customer<br />relationship management and also technology of customer relationship management influenced significantly on<br />organizational factors (staffs, leadership, organizational structure). Organizational factors (staffs, leadership,<br />organizational structure) affected significantly on success of customer relationship management. The findings of<br />this study showed that the knowledge management did not affect significantly on success of customer<br />relationship management. Technology of customer relationship management by mediating variable of<br />organizational factors did not affect significantly on success of customer relationship management.</p>

Knowledge management, customer relationship management and innovation capabilities

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahmoud M. Migdadi
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Unified Framework ◽  
Cross Sectional ◽  
Content Type ◽  
The Impact

Purpose The purpose of this study is to introduce a unified framework, which integrates knowledge management (KM) (knowledge acquisition, diffusion and application, knowledge from a customer, knowledge about customers and knowledge for customers), customer relationship management (CRM) success (information sharing, customer involvement, long-term partnership, joint-problem solving and technology-based CRM) and innovation capabilities (ICs) (product innovation, process innovation, marketing innovation, service innovation and administrative innovation). Then empirically test the effect of KM on CRM success, the effect of CRM success on IC and the impact of KM on IC through the mediator. Design/methodology/approach Statistical techniques used included confirmatory factor analysis and structural equation modeling using AMOS to test the hypotheses. Findings The results show that KM influences CRM success, which, in turn, affects IC and KM impacts IC through CRM success. Research limitations/implications The study uses data provided by only one key informant per firm, which could involve a degree of subjectivity. This study is cross-sectional, which prevents us from examining the evolution over time of the phenomenon under investigation. Practical implications If organizations fully comprehend KM and CRM, they would be able to implement them successfully, creating value for their companies and fostering IC. Originality/value The existing research on CRM and KM is primarily conceptual and descriptive in nature and empirical research confirming the real impact of KM processes when developing a CRM innovation is lacking. The relationship between ICs and CRM has not been adequately studied. Hence, this study introduces a conceptual framework, which integrates KM, CRM, ICs and empirically tests the relationships among them.

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 Investigating the Effect of Knowledge Management on the Success of using Customer Relationship Management based on the Mediating Role of Organizational Factors (Case Study: Municipality of Tehran, Region 22)

2018 ◽  
Vol 7 (4.36) ◽  
pp. 986
Author(s):  
Mohammad Mehdi Jafarian ◽  
Rahim Ghorbani ◽  
Susan Alaei
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
Organizational Factors ◽  
Customer Relationship ◽  
Statistical Population ◽  
Mediating Role ◽  
Tehran Region ◽  
Statistical Sample

The present research studies the effect of knowledge management on the success of customer relationship management by considering the effects of organizational factors as a mediating factor. The type of research is applied and the method is descriptive survey. The statistical population of the study is the managers and experts of the municipality of Tehran 22nd district, that 207 of them were studied in the form of a statistical sample. Data analysis was performed using single-variable linear regression and confirmatory factor analysis. The results showed that the variables of customer relationship management technology, customer orientation and knowledge management capabilities were significantly influenced by the success of customer relationship management. Also, the variables of customer relationship management experience and organizational factors have a significant effect on the success of customer relationship management. 

Impact of customers' interpersonal interactions in social commerce on customer relationship management performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md Shamim Hossain ◽  
Mst Farjana Rahman ◽  
Xiaoyan Zhou
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Equation Modeling ◽  
Interpersonal Interactions ◽  
Social Commerce ◽  
Content Type ◽  
The Impact

PurposeSocial commerce is a subpart of electronic commerce (e-commerce), where social media is forced to support user contributions. The purpose of this study is to measure the impact of customers' interpersonal interactions in social commerce on customer relationship management (CRM) performance, based on the flow, commitment-trust and stimulus–organism–response (SOR) theories.Design/methodology/approachOn the basis of the SOR framework, the authors developed a study model to determine the impact on CRM performance of customers' interpersonal interactions in social commerce. The primary data of the study were collected from 640 users of social commerce through a web questionnaire during the COVID-19 (coronavirus disease 2019) pandemic situation, and the authors tested the study model using the approach of covariance-based structural equation modeling (SEM).FindingsResults of the current study reveal that customers' interpersonal interactions in social commerce optimistically influence their perceived flow. Moreover, perceived flow absolutely controls users' trust and CRM performance. In turn, collective users' trust positively influences users' commitment and CRM performance. Finally, collective users' commitment absolutely influences the performance of CRM.Practical implicationsThe authors provide a valuable contribution to the theoretical field of online marketing and CRM. Besides, the findings of this study are relevant for marketers to know the issues for increasing customer trust, commitment and performance of CRM.Originality/valueThe current study develops a model based on the flow, commitment-trust and stimulus–organism–response (SOR) theories. The authors' research is the first to estimate the effect of customers' interpersonal interactions in social commerce on CRM performance.

The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance

2020 ◽  
Vol 11 (3) ◽  
pp. 60-81 ◽  
Author(s):  
Inayat Ullah ◽  
Rakesh Narain
Keyword(s):  
Organizational Culture ◽  
Firm Performance ◽  
Customer Relationship Management ◽  
Mass Customization ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Effective Implementation ◽  
The Impact ◽  
The Relationship

In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.

scholarly journals The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms

2021 ◽  
Vol 29 (1) ◽  
pp. 103-122
Author(s):  
Cristina Gallego-Gomez ◽  
Carmen De-Pablos-Heredero ◽  
José Luis Montes-Botella
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Dynamic Capabilities ◽  
Banking Industry ◽  
Relationship Management ◽  
Implementation Process ◽  
Equation Model ◽  
Customer Relationship ◽  
Technological Environment ◽  
The Impact

The banking industry has been forced to restructure its processes to get adapted to a more technological environment as a consequence of the changes experienced in the market. Academic literature has paid special attention to the most critical relationship at firms, customers. Customer relationship management (CRM) offers good opportunities to increase efficiencies in this relationship. For this reason, this research analyses to what extent the implementation of CRM systems in the banking industry has offered good results in terms of dynamic capabilities. For that, some dynamic capabilities have been identified after CRMs implementation process has taken place. A theoretical model has been built and empirically validated by means of a representative sample of banking firms applying structural equation model analysis (SEM). Results show how firms, by properly implementing CRM systems, can reach dynamic capabilities. As main practical implications for firms, it is interesting to orient CRMs implementation to reach dynamic capabilities.

THE EFFECT OF ORGANISATIONAL AND TECHNOLOGICAL READINESS ON ORGANISATIONAL INTELLIGENCE AND PERFORMANCE OF CUSTOMER RELATIONSHIP MANAGEMENT THROUGH KNOWLEDGE MANAGEMENT PROCESS IN KNOWLEDGE-BASED AND TECHNOLOGY COMPANIES

2019 ◽  
Vol 24 (04) ◽  
pp. 2050076
Author(s):  
AMIR HOOSHANG NAZARPOURI ◽  
REZA SEPAHVAND ◽  
RAZIEH FELI
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Management Process ◽  
Statistical Population ◽  
Technological Readiness ◽  
Knowledge Based

The purpose of this study is to investigate the effect of organisational and technological readiness on organisational intelligence and the performance of customer relationship management through the knowledge management process. In terms of purpose, this study is an applied research which in respect to data collection is descriptive-causal and a quantitative research. The statistical population of the research was composed of senior managers of knowledge-based and technology-driven companies in Lorestan Province. The number of mentioned companies was 108, so the statistical society was considered to consist of 108 people (director generals). The sample size was estimated by using Cochran formula for specific societies as 85 persons, who were selected randomly. The data gathering tool was a questionnaire of which reliability and validity were confirmed by statistical tests. To analyze the data, descriptive and inferential statistics (normality test, correlation test and Structural Equation Modeling test) were used as well as SPSS and SMART partial least squares (PLS) software programs. The results of the structural equation modelling test showed that technological readiness and organisational readiness have a positive and significant effect on the variable of the knowledge management process, and through this variable, they also indirectly affect the organisational intelligence and the performance of customer relationship management. The knowledge management process has a positive effect on two variables of organisational intelligence and the performance of customer relationship management, and it also indirectly affects the performance of customer relationship management via organisational intelligence. Finally, the results showed that organisational intelligence has a positive and significant effect on the performance of customer relationship management.

scholarly journals An Integrative Model of Market Orientation on Innovation Performance

2020 ◽  
Vol 5 (1) ◽  
pp. 51-63
Author(s):  
Ni Made Wahyuni ◽  
I Putu Astawa
Keyword(s):  
Knowledge Management ◽  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Innovation Performance ◽  
Customer Relationship ◽  
Integrative Model ◽  
Equation Modeling ◽  
Future Research

Objective –This paper seeks to provide new insights into the relationship between market orientation and innovation performance by empirically testing the direct effect of market orientation (MO) on innovation performance and exploring the effects of moderation in marketing constructs, namely customer relationship management (CRM) and knowledge management, in these relationships. Methodology/Technique – This study adopts a cross-sectional research design. Data is collected from export-oriented manufacturing small and medium enterprises (SMEs) in Indonesia. The data is analysed using PLS structural equation modeling. Findings – Our findings reveal that MO is a significant driver of innovation performance. The results further confirm that CRM plays a moderating role in the interrelation between market orientation and innovation performance. In addition, market orientation and knowledge management have a positive effect on innovation performance. Novelty – These results prove that the interaction of CRM and knowledge management with market orientation, each have a significant impact on innovation performance. Market orientation behavior more effectively achieves innovation performance in manufacturing SMEs if the MO is interactive with CRM and knowledge management. This research adds new insights to the existing literature and has implications for future research and marketing practices in Indonesia, giving implications for marketing managers and export researchers about managing market orientation, CRM development, and knowledge management. Type of Paper: Empirical Keywords: Market Orientation; Customer Relationship Management; Knowledge Management, Innovation Performance. Reference to this paper should be made as follows: Wahyuni, N. M; Astawa; I.P. 2020. An Integrative Model of Market Orientation on Innovation Performance. J. Mgt. Mkt. Review, 5(1) 51 – 63 https://doi.org/10.35609/jmmr.2020.5.1(5) JEL Classification: M30, M31, M39.

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