دانلود مقاله انگلیسی Exploring the role of customer relationship - دانلود رایگان



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دانلود مقاله انگلیسی Exploring the role of customer relationship management (CRM) systems in customer knowledge creation Exploring the role of customer relationship management (CRM) . systems in customer knowledge creation
ترجمه عنوان مقاله:
شرح نقش مدیریت ارتباط با مشتری. سیستمی در ایجاد دانش مشتری
Abstract:
This study explores how customer relationship management (CRM) systems support customer
knowledge creation processes [48], including socialization, externalization, combination and internali-zation. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM
applications in three organizations reveals that analytical systems strongly support the combination
process. Collaborative systems provide the greatest support for externalization. Operational systems
facilitate socialization with customers, while collaborative systems are used for socialization within an
organization. Collaborative and analytical systems both support the internalization process by providing
learning opportunities. Three-way interactions among CRM systems, types of customer knowledge, and
knowledge creation processes are explored.

Keywords:
Customer relationship management- CRM- Customer knowledge- Knowledge creation -Organizational knowledge creation theory

این مقاله در سال 2013 به چاپ رسیده است.
این فایل در قالب پی دی اف است.


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