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

Abstract

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.

Knowledge-Based Risk Management framework for Information Technology project

“…Regardless of the outcome, it is a good idea to identify risk, assess its probability of occurrence and estimate its impact. The reasons for studying RM vary, for instance, some people study it to prepare for a career in a specific field and others study it as a part of a general business curriculum (Alryalat & Alhawari, 2008). Padayachee (2002) describes risk as any variable in the project that causes project failure.…”

“…KM is defined by Alryalat and Alhawari (2008) as a procedure, process, or practice to accomplish the process about knowledge, process for knowledge and process from knowledge, which leads to an improvement in the internal and external operation. Moreover, Kim, Lim, and Mitchell (2004) define KM as the methodical means of administrating this valuable resource, by promoting an incorporated approach to identifying, capturing, structuring, organizing, retrieving, sharing, and evaluating an enterprise's knowledge assets.…”

The Impact of Knowledge Management Processes on the Improve of Strategic Competence: An Empirical study In Jordanian Insurance Companies

“…Accordingly, organizations start thinking of how to improve their performance and processes. In this regard, knowledge has become a key source for organizations to enhance the competitive advantage which is of prime significance for organizations' performance [3] indeed; organizations need to enhance competitive advantages for managing knowledge. Moreover, it is needed from organizations to respond successfully to competitive environments which can be attained through examining how they can develop leverage knowledge assets and create an additional value [4].…”

“…The search for higher levels of performance, increased efficiencies and new management processes has equally led organizations to look more closely into their core competences. In other words, organizations are having to pay attention to their competitive advantages be it through processes, systems, innovations, values, corporate culture and so on [3].To this extent, there is now a whole body of research that gone into great depth in understanding how can Core Competences be deployed or leveraged as management tools.…”

Evaluating Customer Process to Contribute to Customer Acquisition: A Quantitative Study in Jordanian Banking Sector

“…Customer acquisition has become an important business process because it touches the most important assets of all organizations, which is the customer. Customers nowadays are highly educated, well-aware, more focused and influenced by the global market of the internet (Alryalat et al, 2008).…”