Abstract
The rapid development in the Internet technology has accelerated the support of Customer Relationship Management (CRM) systems to customers. Hence, electronic CRM (E-CRM) systems emerged. The proposition of this paper is that the success of introduction of e-CRM performance can be improved by interweaving knowledge management concept. The aim of this study is to fit in the selected KM and e-CRM models within four resource dimensions based on Resource-based View Theory (RBV): technology, knowledge, customer and business. The study identified that CRM Development Stages Model and Balance Scorecard Perspective of e-CRM Model provide better fit to the four resource dimensions that can be focused in developing a KM-based e-CRM model.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
