The reading for this week actually matches the topic of my assignment, the "Knowledge Management in the Introduction of CRM Systems." It explain the role of KM plays in a CRM system and fellow by a IBM case study. When IBM implemented CRM system, it is driven by the senior manager and Implement across IBM- Worldwide. The issue IBM facing when develop this project is, the CRM system needs strong knowledge and accuracy of data to support. Knowledge management is the process of capturing, storing, retrieving and distributing the knowledge of the individuals in an organisation for use by others in the organisation to improve the quality and/or efficiency of decision marking across the firm, the primary enabler of knowledge management efforts is the power of contemporary information technologies. Personally, I believe that CRM and KM are a cycle process, it really help me understand the relationship between them by doing this research. Finally, it can be concluding as CRM require strong KM to support, and KM require CRM to provide quality customer information, by doing this organisation can develop a long term relationship with its customers and increase the competitive advantages.
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