The purpose of the present study is "investigating the relationship between knowledge management and customer relationship management in Tejarat Banks in Isfahan". This descriptive - survey research is one of the field branches. Data were collected by using a questionnaire with the help of statistical software such as SPSS and statistical amos normality test, Pearson correlation test, T, F test and structural equation analysis are discussed. The study sample included the entire province included 450 are Tejarat banks; the sample was estimated using the 207formula. Findings suggest that research findings show that the customer relationship management in Tejarat banks is a significant positive relationship with knowledge transfer, store of knowledge, and knowledge acquisition but its significant association with the use of knowledge cannot be verified. The highest correlation is between knowledge transfer and the customer relationship management.
1. Al-Gharibeh, K. M. (2011), “The Knowledge Enablers of Knowledge Transfer: An Empirical Study in Telecommunications Companies”. IBIMA Business Review, Vol. 2011.
2. Benbya, H. (2008). Knowledge Management, Systems Implementation: Lessons from the Silicon Valley. Oxford: Chandos Publishing.
3. Bohling, T. Bowman, D. Lavalle, S. Mittal, V. Narayandas, D. Ramani, G.Varadarajon, R.(2006)."CRM Implementation: Effectiveness Issues and Insight". Journal of Service Research. Vol 9. No.2. 184-19
4. Burnett.(2001).Handbook of key Customer Relationship Management :"The Definitive Guide to Winning, Managing and Developing key Account Business; prentice Hall : new Jersey.
5. CaliforniaSiebel (2002)."CRM Integration across Marketing, Sales and Service". Siebel systems white paper, 1-25
6. Davenport, T. H. & Beers, M. C. (1995). Managing information about processes. journal of management information systems,Vol.12, pp.57-80.
7. Davenport, T.H. and L. Prusak (1998) working knowledge; how organizations manage what they know. Boston: Harvard business school press.
8. Holsapple, C. W., & Jones, K. G. (2004). Exploring Primary Activities of the Knowledge Chain. Knowledge and Process Management. 11(3), 155-174.
9. Holsapple, C. W., & Jones, K. G. (2009). Knowledge Chain Activity Classes: Impacts on Competitiveness and the Importance of Technology Support. in Knowledge Management, Organizational Memory, and Transfer Behavior, Global Approaches and Advancements. New York and London: Information Science Reference.
10. Jashapara, A. (2004). Knowledge Management: An Integrated Approach, Harlow, Essex: Prentice Hall.
11. Lin, H.F. and Lee, G.G. (2004), “Perceptions of senior managers toward knowledge-sharing behaviour”, Management Decision, Vol. 42 No. 1, pp. 108-125.
12. Lindgreen, A., Palemer, R.,Vanhamme, J. and wouters, J.(2006)."A relationship management assessment tool: Questioning, Identifying, and prioritizing critical aspects of customer relationship". Industrial Marketing Management. 35. 57-71
13. Mendoza, L.E., Marius, A., Perez, M., Griman, A.C,(2006)."Critical Success Factors for customer relationship management strategy". Information and Software Technolog, doi:infsof.2006.10.00
14. Muazu, Z.(2007)."CRM Implementation in Retail Banking in Nigeria".Cranfielf University, School of Management
15. Nonaka, I. (1994), A dynamic theory of organizational knowledge creation. Organization Science, Vol. 5, No. 10, pp. 14-37.
16. Sauer, C.(1993)."Why information system fail: a case study approach". Alfred waller.
17. Shiah, S.(2005). "Critical Successful Factors for the Adoption of U.S.Customer Relationship Management Solutions in Chinese market: Exploratory Research in Taiwan and Shanghai". Golden Gate University.
18. Swift, R. S. (2001). Accelerating Customer Relationships: Using CRM and Relationship Technologies, 6-54.
19. Thompson, Bob, (2004), "What is CRM?"Wild K.D, H.Hi Pner, C. Frieltiz and S . Martin (2001); Marketing E-CRM: absatzwritschaft, Dusseldorf.
20. Vizcaino, A., Soto, J. P., Portillo, J, Piattini, M. (2009). Helping to Develop Knowledge Management Systes by Using a ulti-Agent Approach. From Jennex. New York: Information Science Reference.
Copyright: © 2014 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
