The Research on CRM-based Knowledge Transfer Process

摘要：

Customer relationship management ( Customer Relationship Management, CRM) and knowledge management (knowledge management, KM) are currently hot research fields. Knowledge of customer relationship management is to support the activities of the enterprise customer relationship management. Enterprise CRM activities consist of a series of activities. But there is a big gap in knowledge, So this paper discusses the meaning of the knowledge in CRM, find out the characteristic of the Knowledge, and then constructs the knowledge process model for CRM by referring the traditional KM process model. Analyze each stage of the model and find out the efficient way for enterprises to conduct knowledge activities in CRM.

关键词： customer relationship management knowledge management knowledge transfer modle

作者: Xiechunxun

作者单位: China Science & Technology Commission of Shanghai Songjiang, P.R. China, 201620

会议类型: 国际会议

会议名称: The Eleventh Wuhan International Conference on E-Business(第十一届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 385-389

在线出版日期: 2012-05-26（万方平台首次上网日期，不代表论文的发表时间）