Abstract
This chapter aims to provide a complete characterization of the different perspectives of customer relationship management (CRM) and its potentialities to support knowledge management practices in a multinational context. It describes the strategic and technological dimensions of CRM and how its adoption supports the development of a learning and customer-focused organization, with special emphasis on multinational corporations. CRM strategic approach entails the adoption of customer-focused initiatives and the development of learning relationships with customers. On the other hand, its technological dimension integrates a variety of different information and communication technologies, which makes a powerful system for improving the process of knowledge acquisition. This way, different subsidiaries of a multinational corporation can develop their learning capability so that they can better identify local market demands. As a result, the corporation is able to more accurately create a global knowledge stock about its different markets in different regions of the world.
Original language | English |
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Title of host publication | Business Information Systems: Concepts, Methodologies, Tools and Applications |
Publisher | IGI Global |
Chapter | 15 |
Pages | 204-231 |
Number of pages | 28 |
ISBN (Electronic) | 9781615209705 |
ISBN (Print) | 9781615209699 |
DOIs | |
Publication status | Published - 30 Jun 2010 |