In knowledge-based economy, firms consider to integrate knowledge management (KM) with their customer relationship management (CRM) due to the fact that KM plays a crucial role in the success of CRM. This research is designed to review the literature about cutomer knowledge management from three approach, first importance of integrating KM with CRM, types of customer knowledge in CRM and models displaying integration of KM and CRM. We performed a literature review of empirical studies on integration models which was published in the last decade (2001-2013). After taking into consideration these studies, we discovered that, by integration of KM and CRM, organizations can reach their targets more affordable, quicker, and with higher quality than their competition.
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Author Name: Arash Khosravi, Ab Razak Che Hussin
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Keywords: Customer Relationship Management, Knowledge Management, Customer Knowledge Management
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EISSN: 2289-8603
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