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 – 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...

We are pleased to present this AJIS Special issue on Green IT/IS (Sustainable Computing). There are five papers published in this special issue of the AJIS which reflect the diversity of this emerging and important area of research in Information Systems. Environmental sustainability is one of...