Welcome to the InfoSci Platform
The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention

Amine Nehari Talet, Samer Alhawari, Haroun Alryalat
Copyright: © 2012 |Pages: 17
ISBN13: 9781466600355|ISBN10: 1466600357|EISBN13: 9781466600362
DOI: 10.4018/978-1-4666-0035-5.ch003
Cite Chapter Cite Chapter

MLA

Talet, Amine Nehari, et al. "The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention." Conceptual Models and Outcomes of Advancing Knowledge Management: New Technologies, edited by Murray E. Jennex, IGI Global, 2012, pp. 45-61. https://doi.org/10.4018/978-1-4666-0035-5.ch003

APA

Talet, A. N., Alhawari, S., & Alryalat, H. (2012). The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention. In M. Jennex (Ed.), Conceptual Models and Outcomes of Advancing Knowledge Management: New Technologies (pp. 45-61). IGI Global. https://doi.org/10.4018/978-1-4666-0035-5.ch003

Chicago

Talet, Amine Nehari, Samer Alhawari, and Haroun Alryalat. "The Outcome of Knowledge Process for Customers of Jordanian Companies on the Achievement of Customer Knowledge Retention." In Conceptual Models and Outcomes of Advancing Knowledge Management: New Technologies, edited by Murray E. Jennex, 45-61. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0035-5.ch003

Export Reference

Mendeley
Favorite

Abstract

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.