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Advancing the Concepts & Practices of Information Resources Management in Modern Organizations
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Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard
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Author(s):
Anthony Liew (Capital Motors Inc., Taiwan)
Copyright:
2012
Pages:
27
Source title:
Customer-Centric Knowledge Management: Concepts and Applications
Source Author(s)/Editor(s):
Minwir Al-Shammari
(University of Bahrain, Bahrain)
DOI:
10.4018/978-1-61350-089-7.ch013
Keywords:
Business & Management
/
Business Science Reference
/
Consumer Management
/
Marketing
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Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard
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Abstract
This chapter is primarily based on literature review or secondary research and analysis. The objective of this study is to extend and amalgamate the three major business management concepts: CRM, PM, and KM.
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