Pattern - Oriented for Improving Organization Customer Relationship

Document Type : Research

Authors

1 Shahid Beheshti University

2 Science and Research Branch, Islamic Azad University, Tehran, Iran.

Abstract

Customer Knowledge Management (CKM) provides this opportunity for organizations to be able to diagnose created opportunities in the market and increase their competitive advantage. In this paper we have tried to identify the strengths and weaknesses of after sale service agents for the purpose of gaining satisfaction of current customers by use of data collected from a set of customers of an industrial complex, as well as to assess these companies efficiency and to consider the connection between their competence aspect with service. This result indicates these companies efficiency for providing service to other customers and this procedure will make it possible to take decision for devolving great.

Keywords


1. Rousta, Ahmad and others (1996). Marketing Management. Samt publishing house: 85.
2. Salavati, Ali, Mojtaba, Rostami, Norouzabad, Farzaneh, Kamankar; Saman, Rahmani, Nowruzabad (2014). System thinking and knowledge management. Journal of Strategic Management Studies, 5(18).
3. Samadi, Mansour (2007). Consumer attitudes. Ayed Publishing: 18-45.
4. Mahmoudi Meymand, Mohammad and Mehdi Akbari (2015). Designing and developing a strategic plan for knowledge management organization, Journal of Strategic Management Studies, 6(24): 18
5. Hadizadeh Moghadam, Akram, Gholamali, Tabarezi; Mahmoud, Hamidian (2015). Customer knowledge management and adaptation of the environment. Journal of Strategic Management Studies, 6(21).
6. Bhatt, G. (1998). Managing Knowledge through people. Knowledge and Process Management:Journal of Business Transformational, 5(3): 165-171.
7. Cooper, W.W., Seiford, L.M., Tone, K. (2000). Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References, and DEA-solver Software. Kluwer Academic Publishers, Boston.
8. Davenport, T.H., Harris, J.G. and Kohli, A.K. (2001). How do they know their customers so well? MITSloan Management Review, 42(2): 63–73.
9. Turban.E, Mclean. E (2002). Information technology for management, 3 rd ed, John wiley &Sons.Inc.
10. Davenport, T.H. and Glaser, J. (2002). Just-in-time delivery comes to knowledge management.Harvard Business Review, 80(7): 107–111.
11. Garcia-Murillo, M. and Annabi, H. (2002). Customer knowledge management. Journal of theOperational Research Society, 53: 875–884.
12. Gebert, H., Geib, M., Kolbe, L.M. and Brenner, W. (2003). Knowledge-enabled customer relationship management. Journal of Knowledge Management, 7(5): 107-123.
13. Glasser, P. (1998). The Knowledge factor, CIO: 1-9.
14. Hammer. M, Stanton. S. A, (1994). Reengineering work: Don’t automate obliterate, Harvardbusiness review, 68(4): 104-112.
15. Harald Salomann, Malte Dous, Lutz Kolbe, Walter Brenner, (2005). Rejuvenating Customer Management: How to Make Knowledge For, From and About Customers Work, EuropeanManagement Journal, 23(4): 392–403.
16. Michael Gibbert, Marius Leibold, Gilbert Probst, (2002). Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value, European ManagementJournal, 20(5): 459–469.
17. Muhammad abdi, Bakhtiar Ali (2014). Antecedents & Effectiveness of CKM: An empirical study.Journal of basic and Applied Scientific Research, 4(1): 104-117.
18. Patricia Seybold Group (2002). An Executive’s Guide to CRM, March 21.
19. Ray.P (1994). Collaborative information systems and business process design using simulation, IEEE communications, (32): 44-50.
20. Sparks. G (2005). The business process model, In http//:www.sparxsystems.com.au/WhitePapers/The_Class_Model.pdf.
21. Taylor, S.A. and Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2): 163–178.