期刊名称：International Journal of Computer Science and Information Technologies
电子版ISSN：0975-9646
出版年度：2012
卷号：3
期号：2
页码：3711-3713
出版社：TechScience Publications
摘要：Customer Relationship Management (CRM) and knowledge management, have some important issues, in particular, related to lack of success of CRM strategies implementation. Much CRM writing focuses on technology applications, but the critical role of knowledge management is now beginning to be recognized. CRM is definitely related to the discipline of knowledge management thus, the existence of sufficient and continually updated customer knowledge is critical for an effective CRM system. This paper contributes to the proposed integrated model of CRM taking into account complementary factors such as organizational factors, technology knowledge management, and customer orientation which provides to manage customer knowledge to better understand and serve on time.
