Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1].
Henning GebertMalte GeibLutz M. KolbeWalter BrennerPublished in: J. Knowl. Manag. (2003)
Keyphrases
- customer relationship management
- knowledge management
- competitive advantage
- knowledge sharing
- data mining systems
- marketing strategies
- customer churn
- explicit knowledge
- relationship management
- knowledge resources
- data mining applications
- data mining
- knowledge management systems
- case study
- e learning
- information technology
- organizational learning
- data mining technology
- expert systems
- ontological engineering
- business processes
- decision support
- data mining techniques
- software engineering
- knowledge discovery
- preprocessing
- metadata
- customer retention