The concepts of customer relationship management (CRM) and knowledge management (KM) both focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focuses on managing the relationship between a company and its current and prospective customer...

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 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...