Academic journal article International Journal of Education and Management Studies

The Effect of Knowledge Management on Relationship Management with Customer the Organization Post of Tehran

Academic journal article International Journal of Education and Management Studies

The Effect of Knowledge Management on Relationship Management with Customer the Organization Post of Tehran

Article excerpt

In recent years the term Customer Relationship Management attention in the field of marketing, information technology has attracted. For academics, software vendors, consultants and businesses have been involved in the field of CRM, which means the organization's efforts to create and deliver higher value to the customer have developed. Organizations widely recognize that customers are their most important asset. And mutually beneficial trade relations with customers as well as the opportunities they need to manage their look (plaqu Anaki, 2005). These systems provide important background information about the customer profile and history of the company's core processes, especially in the field of marketing, sales and customer service support (Ling & Yen, 2001). In the end, knowledge management as well as one of the most interesting and challenging issues in business management and other topics circles its use has been associated with the management, becomes more widespread. Knowledge management process that helps organizations identify, select, organize, publish and transmit important information and skills that are generally structured in the organization, assists (Turban, 2006). Considering the important role that knowledge management systems in today's business environment plays, appears more the importance of time in the field should be customer-oriented. Customer Relationship Management is the foundation of modern organizations with the aim of building long term relationships with customers and understanding their preferences in order to obtain profitability for the organization emerged. So we can say that knowledge management plays an essential role in the implementation of customer relationship management plays. This article first, customer relationship management, knowledge management, knowledge types and introduce a comprehensive model ofknowledge management tasks. The knowledge management architecture provides a customer relationship management system. General study examined in detail in this chapter will be informed.

Problem statement

Customer Relationship Management is a strategy to learn more about the needs and behavior of their customers more used to the relationship. Good customer relationships is key to organizational processes. Part of the strategy of an organization to identify customers, keep them happy and convert them into permanent customers. CRM customer relationship management is also in line with the organization in order to maximize the value of every customer, your organization can help. The main task of CRM facilitate relationship with the customer in order to maximize the value of every customer, your organization can help. The main task of CRM facilitate relationship with the customer, without limitation, time, location and nationality so that the customer feels is in contact with the unit, That he knows and he cares and he needs to be solved quickly and easiest way communication (Heidari & Akhavan, 2009).

The necessity and importance of research

Today, customer relationship management increasingly in all businesses to keep customers long-term effects on the competitive environment is taken into consideration. Customer Relationship Management philosophy is that the customer needs to acquire target customers with the right product, at the right time and the right place puts the forecasts. Companies seeking to get closer to customers, trying to find new ways to create value for customers and transform customer relationships through the use of feedback and participation, and not only sales, are. Organizations for greater success, rather than get a share of the overall market share of each customer's need to attract and retain focus and keep a customer than to acquire a new customer is profitable. The emergence of new forms of competition and structural changes of the exchange process communication pattern to create long-term relationships between customers and suppliers leads. …

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