Abstract:

Due to globalization, competition among organizations has become more intense; and now they are compelled to start up new markets with different models. As a result, the research community increasingly recognized Knowledge Management (KM) as the most important and valuable assets in organizations as a key factor in differentiating the Electronic Customer Relationship Management (ECRM). The objective of this paper is to present a conceptual framework of KM integrated with ECRM, which is called the Electronic Customer Knowledge Relationship Management (ECKRM) process.  ECKRM is based on the investigation of the various models presented in KM and Knowledge Customers. The main emphasis has focused on the concept of Electronic Customer Knowledge (electronic knowledge about customer, electronic knowledge for customer, electronic knowledge from customer). Thus, the paper describes a more valid process to acquire new electronic customer, keep in existing electronic customer, and finally expand the relationship with Electronic customer.