Customer relationship management ( Customer Relationship Management, CRM ) and knowledge management ( knowledge management, KM ) are currently hot research fields. Knowledge of customer relationship management is to support the activities of the enterprise customer relationship management. Enterprise CRM activities consist of a series of activities. But there is a big gap in knowledge, So this paper discusses the meaning of the knowledge in CRM, find out the characteristic of the Knowledge, and then constructs the knowledge process model for CRM by referring the traditional KM process model. Analyze each stage of the model and find out the efficient way for enterprises to conduct knowledge activities in CRM.
Xie, chunxun, "The Research on CRM-based Knowledge Transfer Process" (2012). WHICEB 2012 PROCEEDINGS. 28.