The impact of knowledge management on customer relationship management: An empirical investigation on Malaysian ICT companies
In today’s economy, in order to compete, firms should try to have access to newer type of knowledge and capabilities. Meantime, competing in a knowledge intensive environment makes firms more dependent on detailed knowledge of their customers for improving their CRM objectives and as the result, hav...
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| Format: | Thesis |
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2011
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| Summary: | In today’s economy, in order to compete, firms should try to have access to newer type of knowledge and capabilities. Meantime, competing in a knowledge intensive environment makes firms more dependent on detailed knowledge of their customers for improving their CRM objectives and as the result, having long-term business success. Therefore, this study seeks to extend previous research in the management, information systems and marketing areas by investigating the impact of knowledge management on performance of CRM practices among Malaysian ICT companies. The main objective of this study is to determine the effect of knowledge management on customer relationship management. Thus based on extensive review of literature on the fields of business management, information systems and marketing a preliminary research model was conceptualized. The model then tested and refined through a two-phase, cross-sectional research design, involving a quantitative phase followed by a qualitative phase in order to confirm the quantitative findings. |
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