Research on Customer Knowledge Management Based on CRM

被引：2
|
作者：
Xu, Guoao [1 ]
机构：
[1] Wuhan Univ Technol, Sch Management, Wuhan 430070, Peoples R China
来源：
2014 SIXTH INTERNATIONAL CONFERENCE ON INTELLIGENT HUMAN-MACHINE SYSTEMS AND CYBERNETICS (IHMSC), VOL 1 | 2014年
关键词：
CRM; customer knowledge; knowledge management; CKM;
D O I：
10.1109/IHMSC.2014.59
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Customer knowledge management emphasizes collecting, storage, analysis and use of customer knowledge. This is closely related to customer relationship management. This paper, by analyzing the connection between the customer relationship management and customer knowledge management, constructs the model of customer knowledge management based on CRM, to help enterprises to track the whole process of knowledge from produce to be used, so as to provide service for making the decision, and have a guiding significance to establish a perfect customer relationship management system.
引用
收藏
页码：210 / 213
页数：4
相关论文
共 50 条
  • [21] Gaining customer knowledge through analytical CRM
    Xu, M
    Walton, J
    [J]. INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2005, 105 (07) : 955 - 971
  • [22] Globalization and Customer Relationship Management (CRM)
    Nakhaie, Hamid
    Zadeh, Asma Esmail
    [J]. INFORMATION AND FINANCIAL ENGINEERING, ICIFE 2011, 2011, 12 : 507 - 509
  • [23] Does Implementation of Customer Relationship Management (CRM) Enhance the Customer Loyalty? An Empirical Research in Banking Sector
    Gopalsamy, Selvalakshmi
    Gokulapadmanaban, Suganthi
    [J]. IRANIAN JOURNAL OF MANAGEMENT STUDIES, 2021, 14 (02) : 401 - 417
  • [24] Return On Investment (ROI) module in Customer Relationship Management (CRM): Research and application
    Li, X. G.
    Yang, S. L.
    Xie, W.
    Gu, D. X.
    [J]. FRONTIERS IN ENTERPRISE INTEGRATION, 2008, : 65 - 70
  • [25] Customer Relationship Management (CRM) in Healthcare Organization: a Review of Ten Years of Research
    Baashar, Yahia Mohamed
    Mahomood, Ahmad Kamil
    Almomani, Malek Ahmad
    Alkawsi, Gamal Abdulnaser
    [J]. 2016 3RD INTERNATIONAL CONFERENCE ON COMPUTER AND INFORMATION SCIENCES (ICCOINS), 2016, : 97 - 102
  • [26] Research model for measuring the impact of customer relationship management (CRM) on performance indicators
    Guerola-Navarro, Vicente
    Oltra-Badenes, Raul
    Gil-Gomez, Hermenegildo
    Antonio Gil-Gomez, Jose
    [J]. ECONOMIC RESEARCH-EKONOMSKA ISTRAZIVANJA, 2021, 34 (01): : 2669 - 2691
  • [27] Design and research implications of customer relationship management on data warehousing and CRM decisions
    Cunningham, C
    Song, IY
    Jung, JT
    Chen, P
    [J]. INFORMATION TECHNOLOGY AND ORGANIZATIONS: TRENDS, ISSUES, CHALLENGES AND SOLUTIONS, VOLS 1 AND 2, 2003, : 82 - 85
  • [28] The Research on CRM-based Knowledge Transfer Process
    Xie Chunxun
    [J]. ELEVENTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS, 2012, : 385 - 389
  • [29] Study on Customer Relationship Management Based on Knowledge Management
    Luo Jiaren
    [J]. PROCEEDINGS OF THE 15TH INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT, VOLS A-C, 2008, : 1133 - 1138
  • [30] Research on the University Teachers Management Based on CRM
    Wu Jia-qi
    [J]. NATIONAL CONFERENCE OF HIGHER VOCATIONAL AND TECHNICAL EDUCATION ON COMPUTER INFORMATION, 2010, : 97 - 101
12345