The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting
Customer Relationship Management is the most vigorous tools in our era and is the integration of trust, business and technology to gratify the requirements of the clients. CRM is a strategy of dealing with people, technology and process and need to be implemented precisely. CRM is the most outstandi...
| Main Authors: | , , |
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| Other Authors: | |
| Format: | Conference Paper |
| Published: |
IEEE Computer Society
2010
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/19345 |
| _version_ | 1848750006515793920 |
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| author | Faed, Alireza Radmand, Pedram Talevski, Alex |
| author2 | Fatos Xhafa |
| author_facet | Fatos Xhafa Faed, Alireza Radmand, Pedram Talevski, Alex |
| author_sort | Faed, Alireza |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Customer Relationship Management is the most vigorous tools in our era and is the integration of trust, business and technology to gratify the requirements of the clients. CRM is a strategy of dealing with people, technology and process and need to be implemented precisely. CRM is the most outstanding business strategy that consolidates internal procedures and externals to generate and convey value to the spotted customers and CRM can easily neutralize competitive perils, provide a good source of roadmap for the company and customers. Moreover it may clarify the potential pitfalls in creating success for the company.CRM involves validating and evaluating critical success factors, which cover the three perspectives of CRM as the theoretical base, and which constitute a guide for companies in the implementation of the applications. Due to this, the desired benefits have intensified customer satisfaction and maintenance, by generating personalized products and value-added services. In this paper, the author investigates the factors that can positively leverage the implementation and use of CRM and creates differentiation among these factors and knowledge management factors. What is more, the paper aims at determining technical feature between CRM and knowledge management and managed to compare KM with CRM successfully. |
| first_indexed | 2025-11-14T07:29:58Z |
| format | Conference Paper |
| id | curtin-20.500.11937-19345 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T07:29:58Z |
| publishDate | 2010 |
| publisher | IEEE Computer Society |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-193452023-01-13T07:56:30Z The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting Faed, Alireza Radmand, Pedram Talevski, Alex Fatos Xhafa Leonard Barolli Hiroaki Nishino Markus Aleksy Knowledge Management Customer Relationship Management Customer Relationship Management is the most vigorous tools in our era and is the integration of trust, business and technology to gratify the requirements of the clients. CRM is a strategy of dealing with people, technology and process and need to be implemented precisely. CRM is the most outstanding business strategy that consolidates internal procedures and externals to generate and convey value to the spotted customers and CRM can easily neutralize competitive perils, provide a good source of roadmap for the company and customers. Moreover it may clarify the potential pitfalls in creating success for the company.CRM involves validating and evaluating critical success factors, which cover the three perspectives of CRM as the theoretical base, and which constitute a guide for companies in the implementation of the applications. Due to this, the desired benefits have intensified customer satisfaction and maintenance, by generating personalized products and value-added services. In this paper, the author investigates the factors that can positively leverage the implementation and use of CRM and creates differentiation among these factors and knowledge management factors. What is more, the paper aims at determining technical feature between CRM and knowledge management and managed to compare KM with CRM successfully. 2010 Conference Paper http://hdl.handle.net/20.500.11937/19345 10.1109/3PGCIC.2010.26 IEEE Computer Society fulltext |
| spellingShingle | Knowledge Management Customer Relationship Management Faed, Alireza Radmand, Pedram Talevski, Alex The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title | The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title_full | The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title_fullStr | The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title_full_unstemmed | The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title_short | The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting |
| title_sort | critical success factors for implementation of crm and knowledge management in a work setting |
| topic | Knowledge Management Customer Relationship Management |
| url | http://hdl.handle.net/20.500.11937/19345 |