Improving performance of customer-processes with knowledge management.
Adrian BürenRagnar SchierholzLutz M. KolbeWalter BrennerPublished in: Bus. Process. Manag. J. (2005)
Keyphrases
- knowledge management
- customer knowledge
- electronic commerce
- knowledge engineering
- process model
- information technology
- knowledge sharing
- customer service
- workflow technology
- software development
- real time
- competitive advantage
- communication channels
- organizational learning
- customer behavior
- tacit knowledge
- decision making