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2012 (Vol. 4, Issue: 12)
Article Information:

Application of Knowledge Management in Customer Relationship Management Processes

Vahid Majazi Dalfard, Ahmad Jafari and Tohid Alizadeh
Corresponding Author:  Vahid Majazi Dalfard 

Key words:  Customer relationship management, customer knowledge, knowledge management, , , ,
Vol. 4 , (12): 1762-1766
Submitted Accepted Published
January 19, 2012 February 17, 2012 June 15, 2012
Abstract:

Customer relationship management processes can be considered as processes with knowledge increase that their performance is affected by providing knowledge of product, markets and customers. So, using knowledge management capabilities result in taking advantage through customer knowledge flow in the processes. This article addresses knowledge management applications in customer relationship management processes. Studies showed that in general organizations use customers knowledge in customer portfolio management, developing customer divisions, marketing communications and marketing promotion, product quality, creating a new product, defining commercial processes of customer services, supporting customer communication center and customer knowledge sales.
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  Cite this Reference:
Vahid Majazi Dalfard, Ahmad Jafari and Tohid Alizadeh, 2012. Application of Knowledge Management in Customer Relationship Management Processes.  Research Journal of Applied Sciences, Engineering and Technology, 4(12): 1762-1766.
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ISSN (Online):  2040-7467
ISSN (Print):   2040-7459
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