Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]
By Henning Gebert, Malte Geib, L. Kolbe, W. Brenner. Journal of Knowledge Management, 2003
532 citations recorded by the source corpus.
Subfields: Communication, Organizational Behavior and Human Resource Management, Strategy and Management
View Paper: https://www.semanticscholar.org/paper/117c36ae8010f0669fb29644d78eccbb8eefff88
How researchers see this paper
The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.
In Communication
- Silvia Martelo Landroguez
- G. Cepeda-Carrión
- Sharman Lichtenstein
- Carmen Barroso Castro
- Snehasish Banerjee
- Alton Yeow-Kuan Chua
- Kirsty Williamson
- Farnoosh Khodakarami
In Organizational Behavior and Human Resource Management
In Strategy and Management
- Silvia Martelo Landroguez
- G. Cepeda-Carrión
- Carmen Barroso Castro
- Snehasish Banerjee
- Alton Yeow-Kuan Chua
- Yolande E. Chan
Citations in the corpus
- Creating dynamic capabilities to increase customer value (2011, background): “Moreover, Despres and Chauvel (1999) suggest that knowledge can be described as a source of value creation and Gebert et al. (2003) suggest, in terms of organizational processes, that KM processes have inherent value creation capabilities (Vorakulpipat and Rezgui, 2008).”
- Exploring the role of customer relationship management (CRM) systems in customer knowledge creation (2014, background): “CRM systems mainly fall into three categories [7,23,28,29,42,74]:”
- Understanding Consumer Adoption of Internet Banking: An Interpretive Study in the Australian Banking Context (2006, background): “Second, we are seeing the emergence of a society of individuals, individuated consumption and new markets seeking deep levels of consumer support (Zuboff and Maxmin, 2003) whose provision relies on new strategies of customer relationship management and knowledge management (Gebert et al., 2003), and”
- Customer knowledge management via social media: the case of Starbucks (2013, background): “Besides customers' preferences and past transactions, knowledge about customers encompass analyzing customers' present needs, future desires, changing tastes and trends (Davenport et al., 2001; Gebert et al., 2003).”