Knowledge management capabilities in CRM: Making knowledge for, from and about customers work

Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale

Volumn 1, Issue , 2005, Pages 378-389

  Dous, Malte ^a   Salomann, Harald ^a   Kolbe, Lutz ^a   Brenner, Walter ^a  

^a UNIVERSITY OF ST GALLEN   (Switzerland)

Author keywords

Customer knowledge management; Customer relationship management; Knowledge management

Indexed keywords

CASE STUDY ANALYSIS; CONCEPTUAL FRAMEWORKS; CUSTOMER KNOWLEDGE MANAGEMENT; CUSTOMER RELATIONSHIP MANAGEMENT; GOOD PRACTICES; KNOWLEDGE MANAGEMENT CAPABILITIES; PRACTICAL RECOMMENDATION; RESEARCH APPROACH; RESEARCH ISSUES; STATUS QUO;

KNOWLEDGE ACQUISITION; KNOWLEDGE BASED SYSTEMS; RESEARCH; SALES; SURVEYS;

KNOWLEDGE MANAGEMENT;

EID: 84869758745     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (47)

1. Bose, R. and Sugumaran, V. (2003) Application of Knowledge Management Technology in Customer Relationship Management, Knowledge and Process Management, 10, 1,3-17.
2. Bradshaw, D. and Brash, C. (2001) Management customer relationships in the e-business world: how to personalise computer relationships for increased profitability, International Journal of Retail & Distribution Management, 29, 12, 520-530.
3. Bueren, A., Schierholz, R., Kolbe, L. and Brenner, W. (2005) Improving Performance of Customer Processes with Knowledge Management, Business Process Management Journal.
4. Chesbrough, H. W. (2003) Open innovation: the new imperative for creating and profiting from technology, Harvard Business School Press, Boston, Mass.
5. Croteau, A.-M. and Li, P. (2003) Critical Success Factors of CRM Technological Initiatives, Canadian Journal of Administrative Sciences, 20, 1, 21-34.
6. Davenport, T. H. and Glaser, J. (2002) Just-in-Time Delivery Comes to Knowledge Management, Harvard Business Review.
7. Davenport, T. H., Harris, J. G. and Kohli, A. K. (2001) How Do They Know Their Customers So Well?, MIT Sloan Management Review, 42, 2, 63-73.
8. Davenport, T. H. and Klahr, P. (1998) Managing Customer Support Knowledge, California Management Review, 40, 3, 195-208.
9. Day, G. S. (2000) Capabilities for Forging Customer Relationships, Marketing Science Institute, Cambridge, MA.
10. Eisenhardt, K. M. (1989) Building Theories from Case Study Research, Academy of Management Review, 14, 4, 532-550.
11. Eppler, M., Seifried, P. and Ropnack, A. (1999) Improving Knowledge Intensive Processes through an Enterprise Knowledge Medium, New Orleans, 222-230.
12. Fahey, L. (2001) Linking E-business and operating processes: the role of knowledge management, IBM Systems Journal, 40, 4, 889-907.
13. Ferstl, O. K. and Sinz, E. J. (1998) SOM: Modeling of Business Systems, In: Handbook on Architectures of Information Systems (Eds., Bernus, P., Mertins, K. and Schmidt, G.), Springer, Berlin etc., pp. 339-358.
14. Garcia-Murillo, M. and Annabi, H. (2002) Customer Knowledge Management, Journal of the Operational Research Society, 53, 875-884.
15. Gebert, H., Geib, M., Kolbe, L. and Riempp, G. (2002) Towards Customer Knowledge Management, Proceedings of the 2nd International Conference on Electronic Business (ICEB 2002), Taipei, Taiwan.
16. Gebert, H., Geib, M., Kolbe, L. M. and Brenner, W. (2003) Knowledge-enabled Customer Relationship Management, Journal of Knowledge Management, 7, 5, 107-123.
17. Geib, M., Kolbe, L. M. and Brenner, W. (2004) Collaborative Customer Management in Financial Services Alliances, Proceedings of the Tenth Americas Conference on Information Systems (AMCIS 2004), New York City, NY, 3805-3817.
18. Geib, M., Reichold, A., Kolbe, L. M. and Brenner, W. (2005) Architecture for Customer Relationship Management Approaches in Financial Services, 38th Hawaii International Conference on System Sciences 2005 (HICSS-38), Big Island, Hawaii.
19. Geib, M. and Riempp, G. (2002) Customer Knowledge Management, In: Geschäftsprozessorientiertes Wissensmanagement-Effektive Wissensnutzung bei der Planung und Umsetzung von Geschäftsprozessen (Eds., Abecker, A., Hinkelmann, K., Maus, H. and Mtiller, H. J.), Springer, Berlin et al., pp. 393-417.
20. Gibbert, M., Leibold, M. and Probst, G. (2002) Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value, European Management Journal, 20, 5, 459-469.
21. Ives, B. and Learmonth, G. P. (1984) The Information System as a Competitive Weapon, Communications of the ACM, 27, 12, 1193-1201.
22. Kristensson, P., Gustafsson, A. and Archer, T. (2004) Harnessing the Creative Potential among Users, The Journal of Product Innovation Management, 4-14.
23. Massey, A. P., Montoya-Weiss, M. M. and Holcom, K. (2001) Re-engineering the Customer Relationship: Leveraging Knowledge Assets at IBM, Decision Support Systems, 32, 2, 155-170.
24. Österle, H. (1995) Business in the Information Age: Heading for new Processes, Springer, Berlin et al.
25. Österle, H. (2003) Geschäftsmodell des Informationszeitalters, In: Business Engineering (Eds., Österle, H. and Winter, R.), Springer, Berlin, pp. 22-43.
26. Österle, H. and Blessing, D. (2000) Business Engineering Model, In: Business Engineering: Auf dem Weg zum Unternehmen des Informationszeitalters (Eds., Österle, H. and Winter, R.), Springer, Berlin etc., pp. 61-80.
27. Parvatiyar, A. and Sheth, J. N. (2000) The Domain and Conceptual Foundations of Relationship Marketing, In: Handbook of Relationship Marketing (Eds., Sheth, J. N. and Parvatiyar, A.), Sage Publications, Thousand Oaks, pp. 3-38.
28. Quintas, P., Lefrere, P. and Jones, G. (1997) Knowledge Management: A Strategic Agenda, Long Range Planning, 30, 3, 385-391.
29. Reichheld, F. F. and Schefter, P. (2000) E-Loyalty: Your Secret Weapon on the Web, Harvard Business Review, 78, 4, 105-113.
30. Rigby, D. K., Reichheld, F. F. and Schefter, P. (2002) Avoid the Four Perils of CRM, Harvard Business Review, February 2002, 101-109.
31. Romano, A. C. (2000) Customer relations management in informations system research, Proceedings of the Americas Conference in Information Systems (AMCIS), 811-819.
32. Romano, N. C. and Fjermestad, J. (2003) Electronic Commerce Customer Relationship Management: A Research Agenda, Information Technology and Management, 4, 2-3, 233-258.
33. Sanchez, R. (1997) Managing Articulated Knowledge in Competence-based Competition, In: Strategic Learning and Knowledge Management (Eds., Sanchez, R. andHeene, A.), Chichester, pp. 163-187.
34. Scheer, A.-W. (1995) ARIS-Business Process Frameworks, Springer, Berlin etc.
35. Senge, P. M. (1990) The fifth Discipline-The art and practice of the learning organization, Random House, London.
36. Senger, E. and Ôsterle, H. (2002) ProMet BECS -A Project Method for Business Engineering Case Studies, Working Paper BE HSG / BECS /1, Isntitute of Information Management, University of St Gallen, St. Gallen.
37. Shani, D. and Chalasani, S. (1992) Exploiting niches using relationship marketing, The Journal of Consumer Marketing, 9, 3, 33-42.
38. Shaw, R. and Reed, D. (1999) Measuring and valuing customer relationships: How to develop the measures that drive profitable CRM strategies, Business Intelligence, London.
39. Spreng, R. A. and Mackoy, R. D. (1996) An empirical examination of a model of perceived service quality and satisfaction, Journal of Retailing, 72, 2, 201-214.
40. Taylor, S. A. and Baker, T. L. (1994) An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions, Journal of Retailing, 70, 2, 163-178.
41. Thomke, S. and von Hippel, E. (2002) Customers as Innovators: A New Way to Create Value, Harvard Business Review, April.
42. Wang, Y. and Lo, H.-P. (2004) Customer-focused Performance and its Key Resource-based Determinants: An Integrated Framework, Cr, 14, 1&2.
43. Webster, F., Jr. (1992) The Changing Role of Marketing in the Corporation, Journal of Marketing, 56, October, 1-17.
44. Winer, R. S. (2001) A Framework for Customer Relationship Management, California Management Review, 43, 4, 89-105.
45. Yin, R. K. (2002) Case Study Research. Design and Methods, Vol. 5, Sage Publications, London.
46. Yu, L. (2001) Successful Customer Relationship Management, MIT Sloan Management Review, 18-19.
47. Zablah, A. R., Bellenger, D. N. and Johnston, W. J. (2004) An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon, Industrial Marketing Management, 33, 6, 475-489.