Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group

Customer Knowledge Management (CKM): Model Proposal and Evaluation in a Large Brazilian Higher Education Private Group

The CRM process is supported by the relationship orientation and the customer knowledge management derived from data collection, data consolidation, data analysis and knowledge distribution to support decision making. The interaction between CRM and Knowledge Management (KM) is quite intuitive, es...

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Bibliographic Details
Main Authors: Alessandro Henrique de Souza Miake, Rodrigo Baroni de Carvalho, Marcelo de Rezende Pinto, Alexandre Reis Graeml
Format: Article
Language:English
Published: FUCAPE Business School 2018-01-01
Series:BBR: Brazilian Business Review
Subjects:
customer relationship management (crm)
knowledge management
customer knowledge management (ckm)
higher education
Online Access:http://www.redalyc.org/articulo.oa?id=123056168003
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