文档介绍：Proceedings of the 37th Hawaii International Conference on System Sciences - 2004
Customer Knowledge Management -
Improving Performance of Customer Relationship
Management with Knowledge Management
Adrian Bueren, Ragnar Schierholz, Lutz Kolbe, Walter Brenner
Institute of Information Management, University of St. Gallen
Mueller-Friedberg-Strasse 8, 9000 St. Gallen, Switzerland
Contact: adrian.******@ or ragnar.******@
Abstract tomers. For example, pany could support the
In this paper, we will illustrate the use of modern customer process “car ownership”, which extends from
information technology to provide knowledge support the purchase and financing of the vehicle and the usage
to CRM processes. This knowledge support allows for and maintenance all the way to the sale or scraping.
performance enhancement in customer oriented busi- This process could be covered entirely with an innova-
ness processes. We will base our reasoning on an inte- bination of products and services by a single
grated Customer Knowledge Management process provider. Efficiently collaborating within dynamic
model, which identifies six CRM sub-processes works based on modern information technologies,
four aspects of Knowledge Management. This inte- companies can provide these process oriented offerings
grated model aims at achieving knowledge trans