Abstract:

This paper is aimed at the concept of Mobile Personnel Knowledge Management (MPKM). MKPM is founded on two well-known concepts: Customer Relationship Management (CRM) and Knowledge Management (KM) facilitated by mobile technologies. This paper describes how CRM and KM can be merged in order to create MPKM. MPKM is an investigation on how the technology could be applied in order to manage, capture and distribute personnel‘s knowledge and provide better Customer Relationship Management. This study will concentrate on how MPKM proposes to overcome those concepts in providing an effective CRM enhancing the value proposition to customers as well as the investigation into its effects on different cultures.