Identifying and prioritizing the effective factors of implementing macro-strategies of customer knowledge management

, , ,

Abstract


As organizations move toward more comprehensive commercial environments, the processes that shape such environments get enriched in their knowledge and awareness. On the other hand, as advanced technologies form customer expectations, the organizations come under pressure to improve their work processes and their competitive position. At the time of economic development, emergence of new business opportunities, new competitors, service organizations, beneficial organizations, industrial parks, banks, etc. organizations have to suitably organize their processes in order to achieve their desired development or at least to preserve their current share. Making macro strategies of customer knowledge management is one of the tools that if paid enough attention, can remove a lot of the concerns of organizations' authorities. The objective of this research is to help organizations understand the effective factors in implementing macro strategies of customer knowledge management, and determining their importance for the organization. In this regard, the researchers have tested the effectiveness of the effective factors in implementing the macro strategies of customer knowledge management in manufacturing companies of Tehran, in 2011. These factors are the results of previous researches, especially the conceptual model presented by Quaddus and Xu (2004). In this research, all factors of the model (including personal, organizational, and CKM-related factors) were recognized as effective in implementing the macro strategies of customer knowledge management. Besides, according to the obtained results, CKM-related factors have been more effective in implementing the macro strategies of customer knowledge management than the two other groups of factors. Moreover, in the eyes of managers and technicians of these organizations, some factors including senior managers' support, IT grounds of organizations, compatibility to the industry, and obtained advantages by people have been more effective in implementing the macro strategies of the customer knowledge management

Keywords


Customer Knowledge Management; Customer Relationship Management

Full Text:

PDF (فارسی)

Refbacks

  • There are currently no refbacks.