CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

This chapter aims to provide a complete characterization of the different perspectives of customer relationship management (CRM) and its potentialities to support knowledge management practices in a multinational context. It describes the strategic and technological dimensions of CRM and how its adoption supports the development of a learning and customer-focused organization, with special emphasis on multinational corporations. CRM strategic approach entails the adoption of customer-focused initiatives and the development of learning relationships with customers. On the other hand, its technological dimension integrates a variety of different information and communication technologies, which makes a powerful system for improving the process of knowledge acquisition. This way, different subsidiaries of a multinational corporation can develop their learning capability so that they can better identify local market demands. As a result, the corporation is able to more accurately create a global knowledge stock about its different markets in different regions of the world.
Original languageEnglish
Title of host publicationBusiness Information Systems: Concepts, Methodologies, Tools and Applications
PublisherIGI Global
Chapter15
Pages204-231
Number of pages28
ISBN (Electronic)9781615209705
ISBN (Print)9781615209699
DOIs
Publication statusPublished - 30 Jun 2010

Fingerprint

Resources
Multinational organizations
Customer relationship management
Management practices
Multinational corporations
Relationship learning
Information and communication technology
Knowledge acquisition
Multinationals
Knowledge stock
Market demand
Knowledge management practice
Subsidiaries
Local markets

Cite this

Batista, L. (2010). CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. In Business Information Systems: Concepts, Methodologies, Tools and Applications (pp. 204-231). IGI Global. https://doi.org/10.4018/978-1-61520-969-9.ch015
Batista, Luciano. / CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. Business Information Systems: Concepts, Methodologies, Tools and Applications. IGI Global, 2010. pp. 204-231
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Batista, L 2010, CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. in Business Information Systems: Concepts, Methodologies, Tools and Applications. IGI Global, pp. 204-231. https://doi.org/10.4018/978-1-61520-969-9.ch015

CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. / Batista, Luciano.

Business Information Systems: Concepts, Methodologies, Tools and Applications. IGI Global, 2010. p. 204-231.

Research output: Chapter in Book/Report/Conference proceedingChapter

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Batista L. CRM Practices and Resources for the Development of Customer-Focused Multinational Organizations. In Business Information Systems: Concepts, Methodologies, Tools and Applications. IGI Global. 2010. p. 204-231 https://doi.org/10.4018/978-1-61520-969-9.ch015