(2007). CRM practices and resources for the development of customer-focused multinational organizations.
In: O'Sullivan, Kevin ed.
Strategic Knowledge Management in Multinational Organizations.
Pennsylvania, USA: Information Science Reference, pp. 227–255.
This chapter aims to provide a complete characterization of the different perspectives of customer relations management (CRM) and its potentialities to support knowledge management practices in a multinational context. It describes the strategic and technological dimensions of CRM and how its adoption supports the development of a learning and customer-focused organization, with special emphasis on multinational corporations. CRM strategic approach entails the adoption of customer-focused initiatives and the development of learning relationships with customers. On the other hand, its technological dimension integrates a variety of different information and communication technologies, which makes a powerful system for improving the process of knowledge acquisition. This way, different subsidaries of a multinational corporation can develop their learning capability so that they can better identify local market demands. As a result, the corporation is able to more accurately create a global knowledge stock about its different markets in different regions of the world.
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