CRM and customer-centric knowledge management: an empirical research.
Constantinos J. StefanouChristos SarmaniotisAmalia StafylaPublished in: Bus. Process. Manag. J. (2003)
Keyphrases
- knowledge management
- customer relationship management
- competitive advantage
- customer knowledge
- customer segmentation
- marketing strategies
- knowledge engineering
- tacit knowledge
- knowledge sharing
- information technology
- data mining applications
- case study
- relationship management
- knowledge reuse
- customer churn
- web based learning
- information systems
- data mining
- e learning
- software engineering
- e government
- electronic commerce
- customer retention
- data mining methods
- customer data
- software development
- semantic web
- call center
- data mining technology
- organizational learning
- business intelligence
- customer service
- clustering analysis
- data analysis
- decision making
- business processes