An object-oriented development method for Customer Knowledge Management Information Systems
Knowledge-Based Systems
A consumer support architecture for enhancing customer relationships
WSEAS Transactions on Information Science and Applications
An architecture for consumer support systems
SEPADS'09 Proceedings of the 8th WSEAS International Conference on Software engineering, parallel and distributed systems
A construction method for the ontology of customer information in consumer support systems
E-ACTIVITIES'09/ISP'09 Proceedings of the 8th WSEAS International Conference on E-Activities and information security and privacy
An ontology-based architecture for consumer support systems
WSEAS Transactions on Information Science and Applications
International Journal of Information and Communication Technology
Knowledge management instruments
i-KNOW '11 Proceedings of the 11th International Conference on Knowledge Management and Knowledge Technologies
Enhancing customer relationships by semantic consumer support systems
Information Processing Letters
International Journal of Knowledge Management
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In this paper, we will 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 will 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 will be 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.