The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention

• Published in: International journal of knowledge management Vol. 6; no. 1; pp. 44 - 61
• Main Authors: Nehari-Talet, Amine, Alhawari, Samer, Alryalat, Haroun
• Format: Journal Article
• Language: English
• Published: Hershey IGI Global 01.01.2010
• Subjects: Business; Computer programs; Customer loyalty; Customer relationship management; Customer retention; Customer satisfaction; Customer services; Customers; Developing countries; Education; Information systems; Information technology; Jordan; Knowledge management; LDCs; Management; Mathematical analysis; Methods; Organizations; Jordan
• ISSN: 1548-0666; 1548-0658
• DOI: 10.4018/jkm.2010103003

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.