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Published June 20, 2010 | Version 1322
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Exploring the Importance of Knowledge Management for CRM Success

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After reporting a literature review on Customer Relationship Management (CRM) and knowledge management, some important issued arise, in particular related to the lack of success of CRM strategies implementation. The paper contributes to this proposing an integrated model of CRM success taking into account complementary factors such as organizational factors, technology, knowledge management and customer orientation.

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References

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