A business engineering approach to client relationship management in a knowledge based firm

Hoyle, Damian R. (2013) A business engineering approach to client relationship management in a knowledge based firm. Masters by Research thesis, Queensland University of Technology.


This thesis examines Customer Relationship Management and how the capabilities of an organisation to innovate can be enhanced via its implementation in a Knowledge Based Firm. The research identifies current customer knowledge components within an organisation and identifies for future use, CRM components for implementation within a Knowledge Based Firm.

Opinions from a panel of experts' are identified for best practice customer relationship strategy, the most important CRM processes and identification of customer knowledge components that will form the basis of implementing a successful CRM to gain a competitive advantage through enhancing the innovative capability for a Knowledge Based Firm.

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708 since deposited on 04 Nov 2013
248 in the past twelve months

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ID Code: 63900
Item Type: QUT Thesis (Masters by Research)
Supervisor: Kajewski, Stephen & Mian, Daniyal
Keywords: Knowledge Based Firm, Client Relationship Management, CRM System, Customer Knowledge Component, Delphi
Divisions: Current > Schools > School of Civil Engineering & Built Environment
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Institution: Queensland University of Technology
Deposited On: 04 Nov 2013 00:46
Last Modified: 08 Sep 2015 23:23

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