Research On Customer Relationgship Managemetnt Based On Knowledge Transfer

Since 1997, Gartner Group presented the concept of customer relationship management, many research institutions have written articles for discussing customer relationship management from theoretical and practical perspective. Customer relationship management is showing great vitality, and becomes the hotspots in academia and theoretical field. However, despite the research on CRM has now achieved rapid development, many companies also made great efforts in terms of customer relationships, but they found made an effective response to customer expectations was still very difficult, customer satisfaction was declining. Woodcock made a report in 2001 showed that 70% of CRM projects have ended up in failure. How to improve the ROI of customer relationship management, and how to achieve the desired results, customer relationship management has become a hot. On the basis of analyzing the current status of CRM, the paper proposes to introduce the concept of knowledge transfer into the CRM system, to build a win-win relationship between customers and companies, it will bring added value to customers and innovative and competitive advantage to companies at the same time.This paper starts with the detailed review of customer relationship management and knowledge transfer researches at home and abroad, it concludes with valuable research results, and based on it the thesis points the significance of this research.Then, this paper introduces knowledge transfer and customer relationship management in detail, among which, it focuses on the definition and the mode of knowledge transfer, the driving factors, nature and the aim of the customer relationship management. On the basis of the analysis, this paper analysis the significance of introducing knowledge transfer into customer relationship management.The paper proposes the nature of customer relationship management based on knowledge transfer and analyzes the feature of the KT-CRM in succession, analysis the characteristics KT-CRM and its knowledge. Then, it constructed a new framework for customer relationship management which based on...