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Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata. Ghafoorzadeh, Nobar Danesh. Ferraz, Sofia Batista. Ventaglio, Daniele. Addressing the needs and wants of the customers increases the intention of the customers to remain loyal to the company that satisfies their wants and needs. The purpose of this thesis was to explore and understand the impact of KM supported by a CRM on customer behaviors, specifically customer loyalty and customer perceived value.
The results indicate that in order for KM and CRM to be effective in affecting positive changes in organizations, certain conditions need to be met. All employees of all levels of the company need to have the same objective, scope and roles and responsibilities are clear defined and communicated.
Both KM and CRM end-to-end processes need to be supported by one stable, easy to use, and easily accessible system with a high sophisticated search engine. The significance of this study is three-fold: for the academic community, for the companies that aim to attain competitive advantage over others, and for the customers of these companies. Nacif, Roberta C. Jennerot, Mikaela.