The Experts below are selected from a list of 360 Experts worldwide ranked by ideXlab platform
H. Annabi - One of the best experts on this subject based on the ideXlab platform.
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customer Knowledge Management
Social Science Research Network, 2002Co-Authors: Martha Garciamurillo, H. AnnabiAbstract:Customer Knowledge has received little attention in the Knowledge Management literature. The authors of this exploratory study argue that practices in marketing and customer relationship Management have not been able to capture Knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which corporations can obtain this Knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the Knowledge Management literature. The paper identifies cultural changes required to make this process successful.
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Customer Knowledge Management
Journal of the Operational Research Society, 2002Co-Authors: Martha Garcia-murillo, H. AnnabiAbstract:Customer Knowledge has received little attention in the Knowledge Management literature. The authors of this exploratory study argue that practices in marketing and customer relationship Management have not been able to capture Knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which companies can obtain this Knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the Knowledge Management literature. The paper identifies cultural changes required to make this process successful.
Walter Brenner - One of the best experts on this subject based on the ideXlab platform.
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Customer Knowledge Management - improving performance of customer relationship Management with Knowledge Management
37th Annual Hawaii International Conference on System Sciences 2004. Proceedings of the, 2004Co-Authors: A. Bueren, Ragnar Schierholz, Walter BrennerAbstract:In this paper, we illustrate the use of modern information technology to provide Knowledge support to CRM processes. This Knowledge support allows for performance enhancement in customer oriented business processes. We base our reasoning on an integrated customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This integrated model aims at achieving Knowledge transparency, Knowledge dissemination, Knowledge development and Knowledge efficiency. The application of the four aspects content, competence, community and composition in specific CRM sub-processes are demonstrated in several action research cases. These cases were implemented in European companies in the financial services sector and concern the support of customer-facing processes across all channels. They validate the proposed architecture while indicating critical success factors for a successful implementation of customer Knowledge Management.
A. Bueren - One of the best experts on this subject based on the ideXlab platform.
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Customer Knowledge Management - improving performance of customer relationship Management with Knowledge Management
37th Annual Hawaii International Conference on System Sciences 2004. Proceedings of the, 2004Co-Authors: A. Bueren, Ragnar Schierholz, Walter BrennerAbstract:In this paper, we illustrate the use of modern information technology to provide Knowledge support to CRM processes. This Knowledge support allows for performance enhancement in customer oriented business processes. We base our reasoning on an integrated customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This integrated model aims at achieving Knowledge transparency, Knowledge dissemination, Knowledge development and Knowledge efficiency. The application of the four aspects content, competence, community and composition in specific CRM sub-processes are demonstrated in several action research cases. These cases were implemented in European companies in the financial services sector and concern the support of customer-facing processes across all channels. They validate the proposed architecture while indicating critical success factors for a successful implementation of customer Knowledge Management.
Martha Garciamurillo - One of the best experts on this subject based on the ideXlab platform.
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customer Knowledge Management
Social Science Research Network, 2002Co-Authors: Martha Garciamurillo, H. AnnabiAbstract:Customer Knowledge has received little attention in the Knowledge Management literature. The authors of this exploratory study argue that practices in marketing and customer relationship Management have not been able to capture Knowledge from customers that comes from social interactions with firm employees. The authors propose a three-step model by which corporations can obtain this Knowledge. The model's theoretical base comes from the information retrieval and socialization concepts of the Knowledge Management literature. The paper identifies cultural changes required to make this process successful.
Ragnar Schierholz - One of the best experts on this subject based on the ideXlab platform.
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Customer Knowledge Management - improving performance of customer relationship Management with Knowledge Management
37th Annual Hawaii International Conference on System Sciences 2004. Proceedings of the, 2004Co-Authors: A. Bueren, Ragnar Schierholz, Walter BrennerAbstract:In this paper, we illustrate the use of modern information technology to provide Knowledge support to CRM processes. This Knowledge support allows for performance enhancement in customer oriented business processes. We base our reasoning on an integrated customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This integrated model aims at achieving Knowledge transparency, Knowledge dissemination, Knowledge development and Knowledge efficiency. The application of the four aspects content, competence, community and composition in specific CRM sub-processes are demonstrated in several action research cases. These cases were implemented in European companies in the financial services sector and concern the support of customer-facing processes across all channels. They validate the proposed architecture while indicating critical success factors for a successful implementation of customer Knowledge Management.
