کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
10491604 | 939747 | 2005 | 12 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Rejuvenating Customer Management:
دانلود مقاله + سفارش ترجمه
دانلود مقاله ISI انگلیسی
رایگان برای ایرانیان
کلمات کلیدی
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
کسب و کار و مدیریت بین المللی
پیش نمایش صفحه اول مقاله
![عکس صفحه اول مقاله: Rejuvenating Customer Management: Rejuvenating Customer Management:](/preview/png/10491604.png)
چکیده انگلیسی
In recent years, many companies have strived to enhance their customer-relating capability with knowledge management instruments. A survey conducted by the authors, however, indicates that successful implementations of such initiatives are still comparatively rare. In this paper we present a cross-case analysis of three companies that we identified as “good practices” in rejuvenating customer management through managing knowledge for, from or about customers effectively. From the case studies' findings we identify key success factors for implementing knowledge-based CRM initiatives by means of an orchestrated approach that considers strategy, processes, systems and change management aspects.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: European Management Journal - Volume 23, Issue 4, August 2005, Pages 392-403
Journal: European Management Journal - Volume 23, Issue 4, August 2005, Pages 392-403
نویسندگان
Harald Salomann, Malte Dous, Lutz Kolbe, Walter Brenner,