CRM-systems as technology enabler for a customer-oriented knowledge management

Summary form only given, as follows. In this article, the state of development of CRM software is generally explained, and also experiences in the scope of its establishment are shown. In order to receive the optimal results from this market overview, an explanation follows of the critical or decisive success factors within the scope of the establishment of CRM. Presented is an optimized establishment concept for customer-oriented knowledge management and the necessary change management. Furthermore a customer satisfaction portfolio is developed which delivers the basis for the efficient and effective control of customer-oriented knowledge management