You are here: silicon.com > Resources > White Papers > Enterprise Applications > CRM

CRM White Papers

Customer Knowledge Management - Improving Performance of Customer Relationship Management With Knowledge Management

Overview This paper illustrates the use of modern information technology to provide knowledge support to CRM processes. This knowledge support allows for performance enhancement in customer oriented business processes. This reasoning is based on an integrated Customer Knowledge Management process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. This integrated model aims at achieving knowledge transparency, knowledge dissemination, knowledge development and knowledge efficiency.

Further White Paper Details
Publisher	University of St. Gallen	File Format	PDF, requires Acrobat Rdr 5
Date Published	January 2004	Downloads	129
Format	White Papers
Topics	CRM, Knowledge Management

Did you find this white paper useful? 5 out of 8 users found this white paper useful

Sage 1000 - Breakdown The Barriers To Business

Publisher:
Sage

Sage 1000 - Business On The Move

Publisher:
Sage

Sage 1000 Assembling The Jigsaw - Realising the value of data

Publisher:
Sage

Sage 1000 Making IT Happen - Implementing front and back office integration

Publisher:
Sage

The Markets in Financial Instruments Directive (MiFID) - Implications for UK Financial Services Companies

Publisher:
Touchstone

What if... the sales and marketing director was put in charge of IT?

This is a simplistic example but the point is achieving more of a result for less money is possible by thinking holistically rather than focussing on the immediate IT problem in isolation. Taking positive aspects like this into consideration when...

Channel:
Comment & Analysis

Quocirca's Straight Talking: BI to go mainstream?

With Office 2007, Microsoft aims to address the unrealised potential use of BI in an organisation by applying its low-cost, high-volume approach to the market. But whilst Microsoft may indeed increase the awareness of BI tools, achieving mainstream...

Opinion: It's all about 'right-sourcing'

Multi-sourcing in this manner allows transparency and independent assessment of each component outsourced. An outsourcing of multiple services could require the outsourcer to sub-contract or to use a variety of its business units to deliver.

Through the fog... The Functional Infrastructure

As technologists, we now have to prove ourselves as never before - we have to be able to demonstrate that we can fully support the aims of the business and that we can manage a flexible environment that reflects the ever-changing market conditions.

CRM market in the doldrums

Vendors that concentrate on process-oriented applications such as sales force automation will struggle while those who encompass whole business processes, for example linking analytics to front office CRM software, will be in a market that will...

Channel:
Applications

Through the fog...Think Instant Value

They operate, as Lawrence Webb, director of human-oriented software reseller M-Urge would say, “in the human layer of the IT stack. IT industry pundits spend plenty of time discussing the bigger picture, strategic solutions - the CRM rollouts that...

Channel:
IT Director

Featured White Papers

IDC reports on Novell's Secure Desktop Solution: A Modern-Day Marriage of Business Benefit and Risk Reduction

This IDC whitepaper examines how companies are turning to integrated security solutions, such as Novell Secure Desktop Solution, to deal with the vulnerability of mobile assets and implement a comprehensive security strategy.

Publisher:
Novell

Green IT: Reducing your Carbon Footprint with Citrix

Going green has become an imperative, not an option, for companies facing the new reality of balancing business objectives with dwindling environmental resources. Read on to learn how Citrix products can help bring environmental and organizational objectives into alignment by alleviating the energy impact of equipment needed to serve both the datacenter and the desktop.

Publisher:
Citrix Systems

Identity and Security Management and Strong Information Technology Goverance

A total identity and access management (IAM) – driven goverance, risk and compliance (GRC) solution should ensure foolproof and accurate measurements of policies and practises across the enterprise. This IDC white paper examines identity and security management (ISM) solutions and how these integrated offerings can play a key role in enforcing security compliance.

Publisher:
Novell

Also on silicon.com

Site Navigation:

CRM White Papers

Customer Knowledge Management - Improving Performance of Customer Relationship Management With Knowledge Management

Quick Sitemap Links:

About Us

Search

Blogs

Verticals

CNET Networks in Europe

CNET Networks in the United States

CNET Networks in Asia Pacific