The Role of Knowledge Management in E-Business and Customer Relationship Management
Introduction
Introduction
Historical glimpse
Knowledge management
E-business
Customer relationship management
Significant aspects of Knowledge management
Knowledge management and organizational performance
Knowledge creation
Effectiveness of knowledge diffusion and availability
Research objectives
Dissertation structure
Literature review
Introduction
Defining knowledge management
Defining the knowledge that the organization requires
Knowledge tools and the relationships between data, information and knowledge
Ownership of knowledge assets
CRM and knowledge management
Customer knowledge required by businesses
Customer data collected
Challenges for translating data into information and knowledge
Summary
Methodology
Introduction
Research process
The methods
Primary data research
Secondary data research
Questionnaire
Summary
Analysis and Findings
Introduction
Information transformation use of e-mails
Business to customer web site
Business to business web site
Type of the system used to collect the data
The technology employed to analyze the data and transform them into meaningful information
The frequencies of several questions measuring the importance attributed to knowledge management and marketing-related issues
Factor analysis related to customer satisfaction and customer relationship
Summary
Conclusions
Introduction
Summarizing the main findings
Limitations of the Study
Areas for future research