CRM as a support for knowledge management and customer

Bibliographic Details
Main Author: Toriani, Silvana
Publication Date: 2011
Other Authors: Angeloni, Maria Terezinha
Format: Article
Language: eng
Source: Journal of Information Systems and Technology Management (Online)
Download full: https://www.revistas.usp.br/jistem/article/view/12897
Summary: This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition.
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spelling CRM as a support for knowledge management and customer Customer Relationship ManagementKnowledge ManagementRelationship MarketingCustomer Relationship Strategy This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition. TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária2011-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revistas.usp.br/jistem/article/view/1289710.4301/S1807-17752011000100006Journal of Information Systems and Technology Management; v. 8 n. 1 (2011); 87-108Journal of Information Systems and Technology Management; Vol. 8 No. 1 (2011); 87-108Journal of Information Systems and Technology Management; Vol. 8 Núm. 1 (2011); 87-1081807-1775reponame:Journal of Information Systems and Technology Management (Online)instname:Universidade de São Paulo (USP)instacron:USPenghttps://www.revistas.usp.br/jistem/article/view/12897/14688Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)info:eu-repo/semantics/openAccessToriani, SilvanaAngeloni, Maria Terezinha2014-05-18T13:23:49Zoai:revistas.usp.br:article/12897Revistahttp://www.scielo.br/scielo.php?script=sci_serial&pid=1807-1775&lng=pt&nrm=isoPUBhttps://old.scielo.br/oai/scielo-oai.php||jistem@usp.br1807-17751807-1775opendoar:2014-05-18T13:23:49Journal of Information Systems and Technology Management (Online) - Universidade de São Paulo (USP)false
dc.title.none.fl_str_mv CRM as a support for knowledge management and customer
title CRM as a support for knowledge management and customer
spellingShingle CRM as a support for knowledge management and customer
Toriani, Silvana
Customer Relationship Management
Knowledge Management
Relationship Marketing
Customer Relationship Strategy
title_short CRM as a support for knowledge management and customer
title_full CRM as a support for knowledge management and customer
title_fullStr CRM as a support for knowledge management and customer
title_full_unstemmed CRM as a support for knowledge management and customer
title_sort CRM as a support for knowledge management and customer
author Toriani, Silvana
author_facet Toriani, Silvana
Angeloni, Maria Terezinha
author_role author
author2 Angeloni, Maria Terezinha
author2_role author
dc.contributor.author.fl_str_mv Toriani, Silvana
Angeloni, Maria Terezinha
dc.subject.por.fl_str_mv Customer Relationship Management
Knowledge Management
Relationship Marketing
Customer Relationship Strategy
topic Customer Relationship Management
Knowledge Management
Relationship Marketing
Customer Relationship Strategy
description This paper aims to analyze the role of Customer Relationship Management (CRM) as a support for Knowledge Management (KM) and the Customer Relationship Strategy Definition in an Information Technology (IT) Company. This work is based on theories of KM, IT, and Relationship Marketing. Our survey uses a descriptive approach, in which data is gathered by means of content analysis of semi-structured interviews. The study results have shown us that the company implements an effective system for CRM, in which the system users transform data into information and knowledge in order to support decision-making and strategy definition.
publishDate 2011
dc.date.none.fl_str_mv 2011-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistas.usp.br/jistem/article/view/12897
10.4301/S1807-17752011000100006
url https://www.revistas.usp.br/jistem/article/view/12897
identifier_str_mv 10.4301/S1807-17752011000100006
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://www.revistas.usp.br/jistem/article/view/12897/14688
dc.rights.driver.fl_str_mv Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária
publisher.none.fl_str_mv TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária
dc.source.none.fl_str_mv Journal of Information Systems and Technology Management; v. 8 n. 1 (2011); 87-108
Journal of Information Systems and Technology Management; Vol. 8 No. 1 (2011); 87-108
Journal of Information Systems and Technology Management; Vol. 8 Núm. 1 (2011); 87-108
1807-1775
reponame:Journal of Information Systems and Technology Management (Online)
instname:Universidade de São Paulo (USP)
instacron:USP
instname_str Universidade de São Paulo (USP)
instacron_str USP
institution USP
reponame_str Journal of Information Systems and Technology Management (Online)
collection Journal of Information Systems and Technology Management (Online)
repository.name.fl_str_mv Journal of Information Systems and Technology Management (Online) - Universidade de São Paulo (USP)
repository.mail.fl_str_mv ||jistem@usp.br
_version_ 1800222952033091584

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