Improving Performance of Customer Relationship Management by Knowledge Management - A Case Stud y

被引：0

作者：

Rezaei-Malek, M. ^{[1
]}

Rezaei-Malek, N. ^{[2
]}

Tavakkoli-Moghaddam, R. ^{[1
]}

机构：

[1] Univ Tehran, Coll Engn, Dept Ind Engn, Tehran, Iran

[2] Islamic Azad Univ, Dept Informat Technol Management, Elect Branch, Tehran, Iran

来源：

2013 5TH CONFERENCE ON INFORMATION AND KNOWLEDGE TECHNOLOGY (IKT) | 2013年

关键词：

Knowledge management; Customer relationship management; Structure equation model; Mathematical model; CRITICAL SUCCESS FACTORS; VIRTUAL COMMUNITIES; MARKET KNOWLEDGE; TECHNOLOGY; CREATION;

D O I：

暂无

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

In recent decade, Persian banks lose a competitive power in an international banking industry because of their poor customer relationship management (CRM). Knowledge management (KM) has a significant role for implementing and improving the CRM system. This paper is carried out in two stages. The first stage finds an efficiency coefficient of KM factors on improving CRM by using a structure equation model (SEM) and factor analysis with data of Sepah bank. According to the budget constraint of this bank, in the second stage, a mathematical model is developed for a budget assignment in order to implement the KM factors. This model maximizes the CRM improvement. Finally, this paper reports the associated results by solving the given problem.

引用

页码：359 / 365

页数：7

共 50 条

[1] Improving the performance of dynamic customer relationship management with knowledge management
Han, YQ
Meng, QL
[J]. PROCEEDINGS OF THE INTERNATIONAL CONFERENCE ON MECHANICAL ENGINEERING AND MECHANICS 2005, VOLS 1 AND 2, 2005, : 1595 - +
[2] Towards Customer Knowledge Relationship Management: Integrating Knowledge Management and Customer Relationship Management Process
Alryalat, Haroun
Al Hawari, Samer
[J]. JOURNAL OF INFORMATION & KNOWLEDGE MANAGEMENT, 2008, 7 (03) : 145 - 157
[3] Improving Performance of Supply Chain with Customer Knowledge Management
Xiao Shuang
Zhou Nina
Li Beiping
[J]. PROCEEDINGS OF THE 3RD INTERNATIONAL CONFERENCE ON PRODUCT INNOVATION MANAGEMENT, VOLS I AND II, 2008, : 495 - 498
[4] Improving performance of customer-processes with knowledge management
Bueren, Adrian
Schierholz, Ragnar
Kolbe, Lutz M.
Brenner, Walter
[J]. BUSINESS PROCESS MANAGEMENT JOURNAL, 2005, 11 (05) : 573 - 588
[5] The Application of Knowledge Management in Customer Relationship Management
Pan Huiming
Guo Yi
[J]. PROCEEDINGS OF THE 8TH INTERNATIONAL CONFERENCE ON INNOVATION AND MANAGEMENT, 2011, : 855 - 859
[6] The Influences of Knowledge Management and Customer Relationship Management to Improve Hotels Performance: A Case Study in Hotel Sector
Brahami, Menaouer
[J]. INFORMATION RESOURCES MANAGEMENT JOURNAL, 2020, 33 (04) : 74 - 93
[7] The influences of knowledge management and customer relationship management to improve hotels performance: A case study in hotel sector
Brahami, Menaouer
[J]. Information Resources Management Journal, 2020, 33 (04): : 74 - 93
[8] An integrated model for Knowledge Management and Customer Relationship Management
Alryalat, Haroun
AlHawari, Samer
Al-Omoush, Khaled S.
[J]. INFORMATION MANAGEMENT IN THE NETWORKED ECONOMY: ISSUES & SOLUTIONS, 2007, : 446 - 453
[9] Knowledge management, customer relationship management and innovation capabilities
Migdadi, Mahmoud M.
[J]. JOURNAL OF BUSINESS & INDUSTRIAL MARKETING, 2021, 36 (01) : 111 - 124
[10] Application of knowledge management in customer relationship management processes
[J]. Dalfard, V.M, 1762, Maxwell Science Publications (04):

← 1 2 3 4 5 →