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Exploring the role of customer relationship management (CRM) systems in customer knowledge creation

Khodakarami, Farnoosh, Chan, Yolande E.·2014·Information & Management

DOI 10.1016/j.im.2013.09.001

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Henning, 2003, Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, 7, 107, 10.1108/13673270310505421 · DOI · Paper page

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Authors: Khodakarami, F., & Chan, Y. E.
Affiliations: Queen's University (CA)
Corresponding author: Khodakarami, Farnoosh
ORCID: Khodakarami, Farnoosh
Chan, Yolande E.
Venue: Information & Management
Publisher: Elsevier BV
Published: 2014-01
Volume: 51
Issue: 1
Pages: 27-42
ISSN: 0378-7206 (ISSN-L)
DOI: 10.1016/j.im.2013.09.001
OpenAlex: W2055410913
Cited by: 321
References: 84
Citations by year: 2026: 9 · 2025: 10 · 2024: 16 · 2023: 28 · 2022: 27 · 2021: 31 · 2020: 31 · 2019: 32 · 2018: 38 · 2017: 32 · 2016: 31 · 2015: 22 · 2014: 13
FWCI: 66.22
Type: journal article
Language: en
Open access: closed
Locations: Information & Management (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Governance and Management
Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
Social Sciences › Decision Sciences › Information Systems and Management › Knowledge Management and Sharing
Keywords: CRM systems, knowledge creation process, socialization, externalization, combinations, internalization, collaborative CRM, operational CRM, analytical CRM, organizational learning

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Exploring the role of customer relationship management (CRM) systems in customer knowledge creation

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