دور إدارة المعرفة في تعزيز فاعلية إدارة علاقات الزبائن لضمان امتلاك مزايا تنافسية

دراسة استطلاعية لآراء المدراء في عينة من الشركات الصناعية العاملة في محافظة نينوى

Abstract

Organization, due to the current business environment, tries to get
knowledge so as to ensure the achievement of competitive advantage in
the current markets. The research studies the three main axes: knowledge
management, customer relationship management and competitive
advantage in an attempt to describe the type of relationship between the
levels of engagement and impact.
Competitive advantage provides support to the organizations under
search, and local organizations to improve their competition position and
to improve their relationship with customers and to increase and improve
the stock of knowledge which lead to increase market share and profits.
The research comes up with a set of conclusions; perhaps the most
important one is the growing role of knowledge management when
supported by customer relationship management to achieve feature
competitive.
The researcher recommends that those organizations which seek
for survival must have knowledge base that suits the heads and the
requirements of both current and future probable customer.