Purpose – Processes in customer relationship management (CRM) are classified as knowledge‐intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases....

Purpose – The bursting of the e‐bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. Business managers request detailed and thorough analyses prior to engaging in mobile initiatives. The paper aims to present a method, with which...

Purpose – The purpose of this study is to examine both the technical feasibility and the commercial viability of several demand-side integration (DSI) programs to utilize the charging flexibility of electric transport vehicles in a logistic facility. DSI is important for improving system...

Given the increased stakeholder focus on sustainability, companies are facing the challenge of systematically collecting and processing sustainability information. Identifying sustainability indicators will become imperative for small and medium-sized enterprises (SME), especially in the...

A key reason for the low sales volumes of electric vehicles is their significantly higher purchasing price in comparison to conventional vehicles. However, various charging strategies can be applied to make these vehicles more profitable. In this paper, controlled charging concepts are...

Purpose The purpose of this paper is to provide managers from traditional industries with a blueprint to systematically analyze and discover digital business models and, thus, better cope with the digital transformation of their industrial businesses. Design/methodology/approach The proposed...

Purpose – There is a lack of efficiency when dealing with information and searching for the right content. Aims to present a procedural model which in essence is a generalized approach to terminology management, with which to build and maintain glossaries and taxonomies....

Purpose – The aim of this paper is to identify key issues and successful patterns of collaborative customer relationship management (CRM) in financial services networks. Design/methodology/approach – The study takes the form of a multi‐case analysis. Findings – The paper finds that key...

Dieses Buch beschreibt die prozessorientierte Anwendung von Instrumenten des Knowledge Management auf kundenorientierte Prozesse aus Marketing, Vertrieb und Service. Dazu wird eine Rahmenarchitektur vorgestellt, die Konzepte des Customer Relationship Management mit denen des Knowledge Management...