The application of knowledge management in CRM system

被引：0
|
作者：
Lei Yi [1 ]
Tang Bingyong [1 ]
机构：
[1] Donghua Univ, Glorious Sun Sch Business & Management, Shanghai 200051, Peoples R China
来源：
PROCEEDINGS OF THE 4TH INTERNATIONAL CONFERENCE ON INNOVATION & MANAGEMENT, VOLS I AND II | 2007年
关键词：
Knowledge Management (KM); Customer Relationship Management (CRM); customer knowledge;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Knowledge has been increasingly recognized as a key strategic resource in every firm's success. In this paper, we illustrate the use of modern information technology to provide Knowledge Management (KM) supported Customer Relationship Management (CRM) system, for in the fields of KM and CRM have proposed that these two can have great synergies. The KM aims at knowledge generating, knowledge disseminating and knowledge development. The application of KM in CRM system will help a firm to use Customer knowledge within it, share the useful knowledge among the different departments and provide personal knowledge services for the users. In addition, we propose a framework of KM based CRM system to integrate KM into CRM.
引用
收藏
页码：2020 / 2023
页数：4
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