Electronic Customer Relationship Management Systems (E-CRM): A knowledge management perspective

The rapid development in the Internet technology has accelerated the support of Customer Relationship Management (CRM) systems to customers. Hence, electronic CRM (E-CRM) systems emerged. The proposition of this paper is that the success of introduction of e-CRM performance can be improved by interweaving knowledge management concept. The aim of this study is to fit in the selected KM and e-CRM models within four resource dimensions based on Resource-based View Theory (RBV): technology, knowledge, customer and business. The study identified that CRM Development Stages Model and Balance Scorecard Perspective of e-CRM Model provide better fit to the four resource dimensions that can be focused in developing a KM-based e-CRM model.