The Electronic Journal of Knowledge Management publishes original articles on topics relevant to studying, implementing, measuring and managing knowledge management and intellectual capital.

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Journal Article

Knowledge Management in Call Centres  pp324-333

Pooya Rasooli, Amir Albadvi

© Aug 2007 Volume 5 Issue 3, Editor: Charles Despres, pp257 - 347

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Abstract

Call centres, or their contemporary successors contact centres, are the preferred and prevalent way for many companies to communicate with their customers, but perhaps the greatest challenge of running a call centre, is to ensure that customers are provided with the right information in a timely fashion. Knowledge management has a number of practical tools and strategies to meet this challenge but to leverage the potential of these tools organisations must understand how to implement knowledge management especially in their call centre department. This research paper focuses on five main roles of knowledge management namely; knowledge acquisition, utilisation, adaptation, dissemination and generation, while knowledge management is achieved by identifying and managing these roles efficiently in an organisation. The primary data comprises interviews with managers of the call centre department of two largest car makers in Iran. Using case study approach, this research tries to describe and illustrate how participating companies are managing their organisational knowledge in their call centres, which items are supported under their supervision and which items have not been covered.

 

Keywords: Knowledge management, customer relationship management, knowledge acquisition, knowledge adaptation, knowledge dissemination, knowledge generation, knowledge utilisation

 

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Journal Article

KM as a Facilitator for CRM in a US Print Company  pp49-58

Andrea Reid, Sandra Moffett

© May 2017 Volume 15 Issue 1, Learning and Unlearning for Sustainability, Editor: Sandra Moffett, pp1 - 58

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Abstract

To survive in a rapidly changing and increasingly competitive global marketplace it is necessary for organisations to have access to accurate and timely information. The focus of this paper is to present Knowledge Management (KM) as an enabler for Customer Relationship Management (CRM), which in turn facilitates customer service excellence. The paper considers a large US print company as a case example of how customer relationship management has successfully been applied with a positive impact on customer service excellence. Understanding CRM to enhance growth and profitability is not only a priority for organisations, but a critical area for academic research. This paper presents empirical data from CRM implementation, which has been attributed to the companys’ success, especially within the customer service department. Adopting KM principles to successfully build and develop core business practices, enhanced customer knowledge is used to deliver a superior service and product range to their customer base. Preliminary findings reveal that at the centre of the business success is the strong focus on their customer. The company identifies how strategically significant each customer is and focuses on knowledge about, for and from customers. Customer data is stored in IT‑based systems and extracted and transformed into customer knowledge (as phase one of the CRM approach). Combining clean and focused data with human expertise (phase 2) has led to good KM practice. Lessons learnt from Company A highlight the never‑ending focus on customers and the importance of having a strategic and operational business focus for CRM implementations.

 

Keywords: Knowledge Management, Customer Relationship Management, Customer Focus, Case study

 

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Journal Issue

Volume 5 Issue 3 / Jul 2007  pp257‑347

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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Journal Issue

Volume 5 Issue 4 / Dec 2007  pp347‑550

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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Journal Issue

Volume 6 Issue 1 / Jul 2008  pp1‑74

Editor: Charles Despres

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Keywords: architectures for knowledge management systems, business school, case based reasoning, communities of practice, customer relationship management, decision making, discovery query, expert, failure factors, frames, fuzzy logic, Heidegger, info-culture, info-structure, infrastructure, knowledge acquisition, knowledge adaptation, knowledge communication, knowledge dialogues, knowledge dissemination, knowledge generation, knowledge management practices, knowledge management systems, knowledge media, knowledge representation, knowledge transfer, knowledge utilization, knowledgebase, learning organization, ontology, organizational knowledge, popper, predicate logic, production rule, propositional logic, ranking semantic relations, relation robustness, relationship search, semantic associations search, semantic nets, semantic web, social capital, structuration theory, success factors of KM, validation

 

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