Abstract:

Due to the fast growth of the customer knowledge revolution, Knowledge Management (KM) process has become very necessary for building an efficient and effective relationship with customers. The role of KM in Customer Relationship Management (CRM) is important for achieving Customer satisfaction. The aim of this paper is to present a conceptual framework of KM integrated with CRM called Customer Knowledge Relationship Management (CKRM) process, based on analysis of various models presented in KM and CRM. The main emphasis was focused on the concept of customer knowledge (knowledge about customer, knowledge for customer, knowledge from customer). Therefore, this paper contributes to develop KM process (process about knowledge, process for knowledge, process from knowledge). The paper will describe a more valid process to identify how organization deals with customer currently, acquire new customer, retain existing customer, expand the relationship with customer, and finally describe how organization deals with the customer in the future.