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An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management

An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management

Joseph O. Chan
Copyright: © 2012 |Pages: 20
ISBN13: 9781613500897|ISBN10: 1613500890|EISBN13: 9781613500903
DOI: 10.4018/978-1-61350-089-7.ch012
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MLA

Chan, Joseph O. "An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management." Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, IGI Global, 2012, pp. 203-222. https://doi.org/10.4018/978-1-61350-089-7.ch012

APA

Chan, J. O. (2012). An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management. In M. Al-Shammari (Ed.), Customer-Centric Knowledge Management: Concepts and Applications (pp. 203-222). IGI Global. https://doi.org/10.4018/978-1-61350-089-7.ch012

Chicago

Chan, Joseph O. "An Enterprise Model for Customer-Centric Knowledge Management and Knowledge-Oriented Customer Relationship Management." In Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, 203-222. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-089-7.ch012

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Abstract

Knowledge management and customer relationship management are two key ingredients for value creation in the new economy. The merging of these business strategies has created two enterprise perspectives, customer-centric knowledge management (CCKM) and knowledge-oriented customer relationship management (KCRM). CCKM concerns the processes of managing customer knowledge, whereas KCRM concerns the application of knowledge to enhance CRM processes. Enterprise modeling provides a compositional framework for requirement specifications of interrelated components of an enterprise. This chapter presents an enterprise model for CCKM and KCRM that provides an integrated framework for customer knowledge and operational assets, spanning the different levels of an enterprise and across the various dimensions of the CRM ecosystem.

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