TY - JOUR
T1 - Aligning customer knowledge management tools with business strategy
AU - Al-Busaidi, Kamla Ali
PY - 2013
Y1 - 2013
N2 - Customer knowledge management systems have become very strategic systems for firms' competitive advantage. This study aims to investigate the alignment of customer knowledge management tools with business strategies. The study significantly shows that customer knowledge transfer and application tools are essential for organisations regardless of their business strategy. Differentiation organisations, however, significantly utilise more customer knowledge acquisition and storage tools than others. Specifically, differentiation organisations utilise more non-information technologies tools for customer knowledge acquisition and more information technologies for customer knowledge storage than cost-leadership organisations. Additionally, the study revealed that there is no significant difference in the benefit of customer knowledge management solutions between these organisations.
AB - Customer knowledge management systems have become very strategic systems for firms' competitive advantage. This study aims to investigate the alignment of customer knowledge management tools with business strategies. The study significantly shows that customer knowledge transfer and application tools are essential for organisations regardless of their business strategy. Differentiation organisations, however, significantly utilise more customer knowledge acquisition and storage tools than others. Specifically, differentiation organisations utilise more non-information technologies tools for customer knowledge acquisition and more information technologies for customer knowledge storage than cost-leadership organisations. Additionally, the study revealed that there is no significant difference in the benefit of customer knowledge management solutions between these organisations.
KW - Business strategy alignment
KW - CKM
KW - Customer knowledge management
KW - Customer knowledge management tools
KW - Customer knowledge technologies
UR - http://www.scopus.com/inward/record.url?scp=84885071809&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84885071809&partnerID=8YFLogxK
U2 - 10.1504/IJECRM.2013.056510
DO - 10.1504/IJECRM.2013.056510
M3 - Article
AN - SCOPUS:84885071809
SN - 1750-0664
VL - 7
SP - 117
EP - 134
JO - International Journal of Electronic Customer Relationship Management
JF - International Journal of Electronic Customer Relationship Management
IS - 2
ER -