Abstract
Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company. The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches. Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM. We results are CKM process, CKM competence, CKM outputs. We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.
Highlights
Knowledge management (KM) is an important role in selecting the right information at the right time from several pertinent resources (Plakoyiannaki and Saren, 2006) while converting it to useful insight
Various researchers has extolled the potential of Customer Relationship management (CRM) as opportunity for firms to achieve a competitive advantage by offering move value to customers (Cavusgil et al 2003)
In order to support commerce leading to competitive advantage, KM and CRM have been the focus of attention in organizations and academic contexts, since both strive to obtain the constant benefits of competition through the optimization of the organizational resource (Gebert et al 2002)
Summary
Knowledge management (KM) is an important role in selecting the right information at the right time from several pertinent resources (Plakoyiannaki and Saren, 2006) while converting it to useful insight. Innovation is the management of all the activities involved in the process of idea generation, technology development, manufacturing and marketing of a new product or manufacturing process or equipment (Zanjani et al 2008). Successful businesses respond to their current customer or organizational needs, but often anticipate future trends and develop an idea, product or service that permits them to meet this future demand rapidly and effectively. This means that business innovation is important. The innovation process includes the physical, technical, and knowledge-based activities that are core in forming product development routines (Claycomb et al 1999). To reduce redundant work, To avoid reinvesting the wheel in organization, To reduce training for new employees, To retain intellectual capital as employees’ turnover in an organization, To adopt to changing environments and markets
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