Adoption of Customer Relationship Management (CRM) Solutions as an Effective Knowledge Management (KM) Tool: A Systems Value Diagnostic

Topics:
CRM,
Knowledge Management
Tags:
Advertising & Promotion,
Strategy,
Software,
Marketing,
Management,
Knowledge Management,
Knowledge,
Enterprise Software,
Data Management,
Customer Relationship Management (CRM),
...
Source:
University of South Australia

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Overview: With Knowledge Management (KM) expertise widely recognised as having a significant impact on business performance, organisations are now eagerly leveraging from the competitive advantage offered by KM tools to enhance customer relationships. In recent years, the adoption of Customer Relationship Management (CRM) solutions has fast become prevalent in sectors such as the telecommunications, finance and banking industries. Yet, as to how a CRM solution could act as an effective KM tool has yet to be fully understood. This paper examines the issues relating to the challenges of CRM adoption. By developing a diagnostic methodology, based on the Siebel Systems Value Diagnostic to propose an assessment framework, it evaluates six functional areas using four levels of adoption as the ranking protocol.

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Format: HTML | Date: Feb 2005 | Pages: 11

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