Tacit Knowledge Augmented CRM Systems.

      Аннотация: Customer Relationship Management (CRM) is a philosophy that can be translated into a strategy. This book provides a comprehensive and balanced review on CRM, Knowledge Management (KM) especially that of Tacit Knowledge (TK), Marketing and Relationship marketing. An insight in the core components of CRM systems leading to inclusion of TK can bring better understanding of marketing functioning. This understanding results in better decisions. After critical review of literature and studying CRM models, their components and limitations, a knowledge-enabled strategic CRM model has been conceived and presented which provides the framework and present an outline for successful implementation of CRM systems This study is unique in many perspectives: 1. Integrating TK in CRM systems is the first effort in CRM domain. 2. It provides the mechanism for institutionalizing knowledge. 3. It suggests the way how to diffuse and share of TK across the different departments. 4. It Explores how to create and effective use of knowledge can be helpful for top management in making strategic marketing decision.

Ключевые слова: CRM, knowledge management, Tacit Knowledge