There are two main sources of knowledge about customers: customer profile and customer participation. The companies use information technologies to analyze the customer profiles and extract tacit knowledge about customer via customer participation. The result of this experiment demonstrates that the use of customer profile improves customers’ perception on goods quality and increase the effectiveness of Customer Relationship Management (CRM). In addition, customer participation can improve customers’ perception on goods quality and enhance performance of CRM through perceived participation. The result indicates that the customer profiles and customer participation are two crucial factors for companies to maintain customer relationship.
Lin, I-Ju; Yang, Shu-Min; and Wu, Ji-Tsung Ben, "The Impact of Customer Profile and Customer Participation on Customer Relationship Management Performance" (2003). ICEB 2003 Proceedings. 87.