A theoretical framework for knowledge management implementation
SAICSIT '02 Proceedings of the 2002 annual research conference of the South African institute of computer scientists and information technologists on Enablement through technology
Knowledge Management: A Review of Theoretical Frameworks and Industrial Cases
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 3 - Volume 3
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 7 - Volume 7
A Waterfall Model for Knowledge Management and Experience Management
HIS '04 Proceedings of the Fourth International Conference on Hybrid Intelligent Systems
CRM Systems Used for Targeting Market: A Case at Cisco Systems
ICEBE '05 Proceedings of the IEEE International Conference on e-Business Engineering
An Empirical Investigation of the Customer Knowledge Creation Impact on NPD Performance
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
Knowledge management tutorial: an editorial overview
IEEE Transactions on Systems, Man, and Cybernetics, Part C: Applications and Reviews
The Practice of Jordanian Business to Attain Customer Knowledge Acquisition
International Journal of Knowledge Management
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Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management KM from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management CRM to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology IT industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.