Empowering Organizations through Customer Knowledge Acquisition: A pilot investigation

Organizations recognize customer knowledge as one of the major contributors of increase in their value and therefore they review their Customer Relationship Management

CRM usage Product knowledge Market knowledge Customer knowledge Decision making assistance Salesperson empathy Salesperson competence Customer decision making.. H1 H2 H3

The research finds that the customer satisfaction is increasing due to CRM factors of focusing key customers, organize around CRM, managing knowledge and incorporating CRM

ARTICLE HISTORY Received 19 April 2017 Accepted 26 July 2018 KEYWORDS Customer expectation; customer satisfaction model; perceived quality and value; product knowledge;

Tacit Knowledge Customers Explicit Knowledge Data Information Strategic Enabler Not IT dominant CRM Systems Human Involvement Organization Performance..

Four survey results related to CRM applications in UK companies showed that major considerations for companies using CRM is to improve customer satisfaction level,

A conscious and deliberate (corporate) language information policy and strategy support the corporate communication process both internally and externally. Customer satisfaction

15 of the respondents representing 27.8 percent strongly agree electronic banking products and services have significantly improved customer satisfaction. 18 of the