The Impact of Knowledge Management on CRM Approaches

Abstract

The purpose of the current paper is to examine the impact of knowledge management and its tools on the processesand approaches of the customer’s relation management(CRM) within the banks sector in Kuwait.The methodological approach followed in the current study is a quantitative .The population of the current study wasall the CRM managers within the operating Kuwaiti banks which are working within the capital of Kuwait. Thequestionnaire was distributed on the sample of the study through visiting the banks and presenting the main aim ofthe paper. The convenience sample was (50) managers. However, the researchers retrieved (30) questionnaire forms(i.e. the response rate is (60%).The researchers found that there is a significant impact of knowledge management and its tools on processes andapproaches of customer relation management within banks sector in Kuwait.