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What is CRM Strategies in the Steel Industry about?

This document discusses using knowledge management (KM) to improve customer relationship management (CRM). It proposes a knowledge-enabled CRM (KCRM) model that leverages customer knowledge sources, manages customer knowledge, and measures customer knowledge performance. The document then analyzes two case companies, a steel company and textile company, using the KCRM model to identify important factors impacting business performance. Finally, the document reviews literature on CRM, KM, knowledge sources, a

Author

nistkrishna4

Language

EN