Proceedings of the First Mandalika International Multi-Conference on Science and Engineering 2022, MIMSE 2022 (Informatics and Computer Science) (MIMSE-I-C-2022)

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Implementation of Knowledge Management on Customer Relationship Management System, A Literature Review

Authors
Adi Widiantono1, *, Puteri Sejati2
1Informatics, Esa Unggul University, Jakarta, Indonesia
2Magister Computer Science, Esa Unggul University, Jakarta, Indonesia
*Corresponding author. Email: adi.widiantono@esaunggul.ac.id
Corresponding Author
Adi Widiantono
Available Online 26 December 2022.
DOI
10.2991/978-94-6463-084-8_7How to use a DOI?
Keywords
Knowledge Management; Customer Relationship Management; Customer Knowledge Management; KM; CRM; CKM
Abstract

Currently the value of a customer (customer's value) is very important in a business competition. For this reason, they continuously improve customer relationships using Customer Relationship Management System (CRM). The implementation of Knowledge Management (KM) can improve the quality of information generated through CRM system. This paper is studied how far the implementation of KM on CRM system has occurred and its impact. What is Customer Knowledge Management (CKM) as a result? Using the Literature Review method and several comparisons to produce an understanding of the application of KM on CRM system, and then use as reference for case study implementing KM on CRM.

Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the First Mandalika International Multi-Conference on Science and Engineering 2022, MIMSE 2022 (Informatics and Computer Science) (MIMSE-I-C-2022)
Series
Advances in Computer Science Research
Publication Date
26 December 2022
ISBN
978-94-6463-084-8
ISSN
2352-538X
DOI
10.2991/978-94-6463-084-8_7How to use a DOI?
Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Adi Widiantono
AU  - Puteri Sejati
PY  - 2022
DA  - 2022/12/26
TI  - Implementation of Knowledge Management on Customer Relationship Management System, A Literature Review
BT  - Proceedings of the First Mandalika International Multi-Conference on Science and Engineering 2022, MIMSE 2022 (Informatics and Computer Science) (MIMSE-I-C-2022)
PB  - Atlantis Press
SP  - 55
EP  - 65
SN  - 2352-538X
UR  - https://doi.org/10.2991/978-94-6463-084-8_7
DO  - 10.2991/978-94-6463-084-8_7
ID  - Widiantono2022
ER  -