IRMA-International.org: Creator of Knowledge
Information Resources Management Association
Advancing the Concepts & Practices of Information Resources Management in Modern Organizations

An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management

An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management
View Sample PDF
Author(s): Joseph O. Chan (Roosevelt University, USA)
Copyright: 2013
Pages: 20
Source title: Supply Chain Management: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-2625-6.ch024

Purchase


Abstract

Knowledge management and customer relationship management are two key ingredients for value creation in the new economy. The merging of these business strategies has created two enterprise perspectives, customer-centric knowledge management (CCKM) and knowledge-oriented customer relationship management (KCRM). CCKM concerns the processes of managing customer knowledge, whereas KCRM concerns the application of knowledge to enhance CRM processes. Enterprise modeling provides a compositional framework for requirement specifications of interrelated components of an enterprise. This chapter presents an enterprise model for CCKM and KCRM that provides an integrated framework for customer knowledge and operational assets, spanning the different levels of an enterprise and across the various dimensions of the CRM ecosystem.

Related Content

Pedro B. Agua, Anacleto Correia, Armindo S. Frias. © 2022. 23 pages.
Kripanshu Vora. © 2022. 27 pages.
Simona ┼áinko, Bojan Rupnik, Roman Gumzej. © 2022. 16 pages.
Daniel Londono-Bernal, Adil Hammadi, Torsten Reiners. © 2022. 33 pages.
Panagiotis Kotsios, Dimitrios Folinas. © 2022. 15 pages.
Olcay Polat. © 2022. 22 pages.
Saibal Kumar Saha, Sangita Saha, Ajeya Jha. © 2022. 32 pages.
Body Bottom