The Impact Of Knowledge Management On Customer Relationship Management
The business environment is transforming from product-centric to customer-centric. CRM as a customer-oriented business approach is considered as one of the powerful capabilities in organizations which help to transform themselves to a customer-centric environment. The utilization of CRM is directly related with increase in customer knowledge, which in turn has positive effect on customer satisfaction. By using knowledge management companies can improve their relationship with their valuable customers, thus create loyal customers and obtain competitive advantage. Organizations can create new ideas and provide improved and new services by help of knowledge management and the knowledge originated from CRM.