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Knowledge Management Today

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Book cover Customer Knowledge Management

Part of the book series: Management for Professionals ((MANAGPROF))

Abstract

Customer Relationship Management (CRM) has been a much-discussed issue for many years now. If customers and customer relations are effectively managed, it can finally enhance the company’s profitability. “However, CRM for corporate clients is not just related to ‘hard’ factors”. CRM is a very complex topic. Apart from ‘hard factors’ like databases, managing customer relationships also requires ‘soft factors’ like relationship development. A successful relationship development can establish loyalty among customers, especially with a high customer lifetime value. The customer value for the company can be measured, among others, in terms of customer satisfaction and competitive edge. Creating customer satisfaction requires a shift from market to customer orientation, which means increasing the focus on the customer.

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Notes

  1. 1.

    Cf. Fan and Ku (2010), p. 203; Parida and Baksi (2011), p. 67.

  2. 2.

    Labus and Stone (2010), p. 156.

  3. 3.

    Cf. Battor and Battor (2010), p. 845; Hillebrand et al. (2011), p. 593.

  4. 4.

    Cf. Castro and Pitta (2012), p. 127.

  5. 5.

    Cf. Güngör and Bilgin (2011), p. 82; Ijewere and Odia (2012), p. 8.

  6. 6.

    Cf. Ernst et al. (2011), p. 290; Lukas et al. (2013), p. 6.

  7. 7.

    Cf. Lukas et al. (2013), p. 1.

  8. 8.

    Cf. Homburg et al. (2011), p. 55.

  9. 9.

    Cf. Brockman et al. (2012), p. 429.

  10. 10.

    Cf. Morrison (2012), p. 5.

  11. 11.

    Cf. Battor and Battor (2010), p. 842; Mandic (2011), p. 347.

  12. 12.

    Cf. Nag and Gioia (2012), p. 451; Shieh (2011), p. 791.

  13. 13.

    Cf. Fernekees (2011), p. 2; Mithas et al. (2011), p. 238; Wilde (2011), p. 1.

  14. 14.

    Cf. Fernekees (2011), p. 2; Jacobs (2011), p. 10; Pavicic et al. (2011), p. 206.

  15. 15.

    Cf. Shieh (2011), p. 791.

  16. 16.

    Cf. Lin et al. (2012), p. 43; Ye et al. (2012), p. 821.

  17. 17.

    Cf. Bueren et al. (2005), p. 579; Pavicic et al. (2011), p. 204; Wilde (2011), p. 5.

  18. 18.

    Cf. Robles (2012), p. 458.

  19. 19.

    Cf. Rao (2010), p. 68.

  20. 20.

    Cf. i4cp (2009c), p. 1; Rao (2010), p. 68.

  21. 21.

    Cf. Labus and Stone (2010), p. 156.

  22. 22.

    Cf. Borg and Johnston (2013), p. 39.

  23. 23.

    Cf. Barnes et al. (2013), p. 101.

  24. 24.

    Cf. Barnes et al. (2013), p. 101; Barnes et al. (2011), p. 359.

  25. 25.

    Cf. DeKay (2012), p. 449; i4cp (2009a), p. 15; Robles (2012), p. 453.

  26. 26.

    Cf. Pranic and Roehl (2012), p. 246; Robles (2012), p. 453.

  27. 27.

    Cf. Ellonen et al. (2011), p. 459; Kim and Atuahene-Gima (2010), p. 519.

  28. 28.

    Cf. Robles (2012), p. 453.

  29. 29.

    Cf. i4cp (2009b), p. 29.

  30. 30.

    Cf. Mueller (2012), p. 436; Wilkesmann and Wilkesmann (2011), p. 96.

  31. 31.

    Cf. Mithas et al. (2012), p. 208; Pavicic et al. (2011), p. 204; Shieh (2011), p. 799, Wilde (2011), p. 47.

  32. 32.

    Cf. Malecki (2010), p. 1037.

  33. 33.

    Cf. Chakravorti (2011), p. 123; Navarro et al. (2010), p. 389; Paasi et al. (2010), p. 629; Pavicic et al. (2011), p. 203.

  34. 34.

    Cf. Gallarza et al. (2011), p. 188; Shieh (2011), p. 799.

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Authors and Affiliations

  1. European University of Economics and Management, Cologne, Germany

    Soumit Sain

  2. Langenfeld, Germany

    Silvio Wilde

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  1. Soumit Sain
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  2. Silvio Wilde
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© 2014 Springer International Publishing Switzerland

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Sain, S., Wilde, S. (2014). Knowledge Management Today. In: Customer Knowledge Management. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-05059-1_1

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