Transformacja zarządzania relacjami z klientami w kierunku zarządzania wiedzą klienta - kanony i technologie informatyczne

• Autorzy: Ewa Ziemba

Warianty tytułu

Transformation of Customer Relationship Management Towards Customer Knowledge Management - Principles and Information Technology

• Języki publikacji: PL

Abstrakty

Celem artykułu jest przedstawienie koncepcji zarządzania wiedzą klienta oraz wstępnych założeń dotyczących zastosowania technologii informatycznych na potrzeby jej wdrożenia w przedsiębiorstwie. W części poznawczej opisano istotę i rozwój koncepcji zarządzania wiedzą klienta. W części koncepcyjnej do konano prezentacji wstępnych założeń dotyczących holistycznego podejścia do zarządzania wiedzą klienta, w tym wykorzystania technologii i systemów informatycznych w celu wdrożenia i stosowania zarządzania wiedzą klienta w przedsiębiorstwach. Uzyskane wyniki badań mogą być pomocne w podejmowaniu działań mających na celu wykorzystanie koncepcji zarządzania wiedzą klienta w przedsiębiorstwach. (fragment tekstu)

EN

The article strives to present the concept of the customer knowledge management, and preliminary assumptions concerning the implementation of ICT to support this concept. The essence as well as development of the customer relations management and the knowledge management is described in the cognitive part of the article. Then, the idea of customer knowledge management is elaborated. The conceptual part of this article consists of the holistic approach to the customer knowledge management, including the use of information technologies and systems. The results of the research will be helpful to take actions which aim to implement and use the customer knowledge management in enterprises. (original abstract)

Słowa kluczowe

PL

Relacje z klientami; Zarządzanie wiedzą; Zarządzanie wiedzą klienta

EN

Relationships with customers; Knowledge management; Customer Knowledge Management (CKM)

• Czasopismo: Studia Ekonomiczne / Uniwersytet Ekonomiczny w Katowicach
• Rocznik: 2012
• Numer: nr 100 Technologie informacyjne w transformacji współczesnej gospodarki
• Strony: 31--43

Twórcy

autor

Ewa Ziemba

Bibliografia

• J.A. Harding, K. Popplewell, R.Y.K. Fung, A.R. Omar: An Intelligent Information Framework Relating Customer Requirements and Product Characteristics. "Computers in Industry" 2001, 44, s. 51-65.
• T.H. Davenport, J.G. Harris, A.K. Kohli: How Do They Know Their Customers So Well? "MIT Sloan Management Review" 2001, 42(2), s. 63-73
• J. Dyche: Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Boston 2002
• A. Payne, P. Frow: A Strategic Framework for Customer Relationship Management. "Journal of Marketing" 2005, 69(4), s. 167-176.
• E. Awad, H. Ghaziri: Knowledge Management. Pearson Education, Prentice Hall, New Jersey 2004
• W. Bukowitz, R. Williams: The Knowledge Management Fieldbook. Prentice Hall, London 2000
• K. Dalkir: Knowledge Management in Theory and Practice. Elsevier Butterworth-Heinemann, Oxford 2005
• T.H. Davenport, L. Prusak: Working Knowledge: How Organizations Manage What They Know. Harvard Business School Press, Boston 1998
• W.M. Grudzewski, I.K. Hejduk: Zarządzanie wiedzą w przedsiębiorstwach. Difin, Warszawa 2004
• A. Kowalczyk, B. Nogalski: Zarządzanie wiedzą. Koncepcje i narzędzia. Difin, Warszawa 2007
• C.M. Olszak, E. Ziemba: Communities of Practice in Knowledge Management and Organisational Learning. W: Technologies for Supporting Reasoning Communities and Collaborative Decision Making: Cooperative Approaches. Red. J. Yearwood, A. Stranieri. Information Science Reference IGI Global, Hershey 2011, s. 76-93
• B. Renzl: Trust in Management and Knowledge Sharing: The Mediating Effects of Fear and Knowledge Documentation. "Omega" 2008, 36(2), s. 206-220
• E. Ziemba: Projektowanie portali korporacyjnych dla organizacji opartych na wiedzy. Wydawnictwo Akademii Ekonomicznej, Katowice 2009.
• R. Maier, T. Hädrich, R. Peinl: Enterprise Knowledge Infrastructures. Springer-Verlag, Berlin 2005
• I. Nonaka, H. Takeuchi: The Knowledge Creating Company- How Japanese Companies Create the Dynamics of Innovation. Oxford University Press, New York, Oxford, 1995
• A.J. Campbell: Creating Customer Knowledge Competence: Managing Customer Relationship Management Programs Strategically. "Industrial Marketing Management" 2003, 32(5), s. 375-383
• M. Garcia-Murillo, H. Annabi: Customer Knowledge Management. "Journal of the Operational Research Society" 2002, 53(8), s. 875-884
• H. Salojärvi, L.M. Sainio, A. Tarkiainen: Organizational Factors Enhancing Customer Knowledge Utilization in the Management of Key Account Relationships. "Industrial Marketing Management" 2010, 39(8), s. 1395-1402
• D. Zahay: Successful B2B Customer Database Management. "Journal of Business & Industrial Marketing" 2008, 23(4), s. 264-272.
• D. Peppers, M. Rogers: Enterprise One-to-One. Tools for Building Unbreakable Customer Relationships in the Interactive Age. Piatkus, London 1997
• J.N. Sheth, R.S. Sisodia, A. Sharma: The Antecedents and Consequences of Customer-Centric Marketing. "Journal of the Academy of Marketing Science" 2000, 28(1), s. 55-66.
• D.E. Schultz, S.I. Tannenbaum, R.F. Lauterborn: Integrated Marketing Communications: Putting It Together & Marketing It Work. NTC Publishing Group, Chicago 1993.
• S. Sudalaimuthu, S.A. Raj: Logistics Management for International Business. PHI Learning, New Delhi 2009.
• Y. Lin, H. Su: Strategic Analysis of Customer Relationship Management - A Field Study on Hotel Enterprises. "Total Quality Management and Business Excellence" 2003, 14(6), s. 715-731
• A. Payne, P. Frow: A Strategic Framework for Customer Relationship Management. "Journal of Marketing" 2005, 69(4), s. 167-176
• A. Stein, M. Smith: CRM Systems and Organizational Learning: An Exploration of the Relationship between CRM Effectiveness and the Customer Information Orientation of the Firm in Industrial Markets. "Industrial Marketing Management" 2009, 38(2), s. 198-206.
• R. McKenn: Relationship Marketing: Successful Strategies for the Age of the Customer. Perseus Books Group, 1991.
• D. Pepper, M. Rogers, B. Dorf: Is Your Company Ready for One-to-One Marketing. "Harvard Business Review" 1999, 77(1), 151-160.
• E.J. McCarthy, S.J. Shapiro: Basic Marketing. Irwin, Ontario 1979.
• L. Handen: The Three Ws of Technology. W: Customer Relationship Management - A Strategic Imperative in the World of e-Business. Red. S.A. Brown. John Wiley & Sons, Toronto 2002.
• K.E. Sveiby, T. Lloyd: The Knowhow Company - Add Value by Valuing Creativity. Bloomsbury, London 1987.
• H. Gebert, M. Geib, L.M. Kolbe, W. Brenner: Knowledge-Enabled Customer Relationship Management. "Journal of Knowledge Management" 2003, 7(5), s. 107-123
• M. Gibbert, M. Leibold, G. Probst: Five Styles of Customer Knowledge Management, and How Smart Companies Use Them to Create Value. "European Management Journal" 2002, 20(5), s. 459-469
• Y. Lin, H.Y. Su, S. Chien: A Knowledge-Enabled Procedure for Customer Relationship Management. "Industrial Marketing Management" 2006, 35(4), s. 446-456
• H. Salomann, M. Dous, L. Kolbe, W. Brenner: Rejuvenating Customer Management: How to Make Knowledge for, from and about Customers Work. "European Management Journal" 2005, 23(4), s. 392-403
• S.M. Tseng: A Study on Customer, Supplier, and Competitor Knowledge Using the Knowledge Chain Model. "International Journal of Information Management" 2009, 29(6), s. 488-496.
• J. Rowley: Eight Questions for Customer Knowledge Management in e-Business. "Journal of Knowledge Management" 2002, 6(5), s. 500-511.
• A. Tiwana: The Essential Guide to Knowledge Management, e-Business and CRM Applications. Prentice-Hall, New York 2000.
• E. Lesser, D. Mundel, C. Wiecha: Managing Customer Knowledge. "Journal of Business Strategy" 2000, 21, s. 35-37.
• H. Salomann, M. Dous, L. Kolbe, W. Brenner: Rejuvenating Customer Management: How to Make Knowledge for, from and about Customers Work. "European Management Journal" 2005, 23(4)
• H. Salojärvi, L.M. Sainio, A. Tarkiainen: Organizational Factors Enhancing Customer Knowledge Utilization in the Management of Key Account Relationships. "Industrial Marketing Management" 2010, 39(8).
• G.S. Day: Capabilities for Forging Customer Relationship. Marketing Science Institute, Cambridge 2000
• F.F. Reichheld, P. Schefter: E-loyality: Your Secret Weapon on the Web. "Harvard Business Review" 2000, 78(4), s. 105-113.
• S. Thomke, E. von Hippel: Customers as Innovators: A New Way to Create Value. "Harvard Business Review" 2002, 80(4), s. 51-61.