The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting

Faed, Alireza; Radmand, Pedram; Talevski, Alex

doi:10.1109/3PGCIC.2010.26

154177_154177.pdf (140.7Kb)

Access Status

Open access

Authors

Faed, Alireza

Radmand, Pedram

Talevski, Alex

Date

2010

Type

Conference Paper

Metadata

Show full item record

Citation

Faed, A. and Radmand, P. and Talevski, A. 2010. The Critical Success Factors for Implementation of CRM and Knowledge Management in a Work Setting, in Xhafa, F. and Barolli, L. and Nishino, H. and Aleksy, M. (ed), 5th International Conference on P2P, Parallel, Grid, Cloud and Internet Computing (3PGCIC 2010), Nov 4 2010, pp. 140-148. Fukuoka, Japan: IEEE.

Source Title

Proceedings of the 5th international conference on P2P, parallel, grid, cloud and internet computing (3PGCIC 2010)

Source Conference

5th International Conference on P2P, Parallel, Grid, Cloud and Internet Computing (3PGCIC 2010)

DOI

10.1109/3PGCIC.2010.26

ISBN

9781424485383

School

Digital Ecosystems and Business Intelligence Institute (DEBII)

Remarks

Copyright © 2010 IEEE This material is presented to ensure timely dissemination of scholarly and technical work. Copyright and all rights therein are retained by authors or by other copyright holders. All persons copying this information are expected to adhere to the terms and constraints invoked by each author's copyright. In most cases, these works may not be reposted without the explicit permission of the copyright holder.

URI

http://hdl.handle.net/20.500.11937/19345

Collection

Curtin Research Publications

Abstract

Customer Relationship Management is the most vigorous tools in our era and is the integration of trust, business and technology to gratify the requirements of the clients. CRM is a strategy of dealing with people, technology and process and need to be implemented precisely. CRM is the most outstanding business strategy that consolidates internal procedures and externals to generate and convey value to the spotted customers and CRM can easily neutralize competitive perils, provide a good source of roadmap for the company and customers. Moreover it may clarify the potential pitfalls in creating success for the company.CRM involves validating and evaluating critical success factors, which cover the three perspectives of CRM as the theoretical base, and which constitute a guide for companies in the implementation of the applications. Due to this, the desired benefits have intensified customer satisfaction and maintenance, by generating personalized products and value-added services. In this paper, the author investigates the factors that can positively leverage the implementation and use of CRM and creates differentiation among these factors and knowledge management factors. What is more, the paper aims at determining technical feature between CRM and knowledge management and managed to compare KM with CRM successfully.