عنوان انگلیسی مقاله:

Creating customer knowledge competence: managing customer relationship management programs strategically

ترجمه عنوان مقاله: ایجاد قابلیت شناخت مشتری: مدیریت استراتژیکی برنامه های مدیریتی روابط مشتری

رشته: مدیریت ارتباط با مشتری

سال انتشار: 2003

تعداد صفحات مقاله انگلیسی: 9 صفحه

منبع: ساینس دایرکت و الزویر

نوع فایل: PDF

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Abstract

While increasingly demanding customers have prompted many firms to implement customer relationship management (CRM) programs, little is known about the internal processes that assist organization wide learning about individual customer relationships. This research proposes a conceptual framework about the internal processes involved in creating customer knowledge competence, which allow firms to strategically manage their CRM programs. The framework is discussed based on five case studies of Canadian financial services firms that have implemented customer relationship programs.
Keywords: Customer relationship management; Customer knowledge competence; Organizational learning

Model
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A conceptualization of customer knowledge competence.

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