فهرست مطالب seyyed jamaleddin hosseini

Now a days Customer knowledge is one of the most interesting topics for every organizations in order to gain competitive advantage. Competitive advantage can be achieved through creation of new knowledge. The point is that it is important to know that how information about customers is collected and lead to create new knowledge. In this paper, we consider the levels of support for customer knowledge creation processes by customer relationship management (CRM) in the case. All CRM systems that used in the organization were identified and categorized based on semi-structured interviews with experts in various fields. Then the process of knowledge creation that is created by each system were identified. The survey showed that analytical CRM systems support combination process, operational CRM systems support socialization and externalization processes, and collaborative CRM systems support socialization process. On the other hand, collaborative and analytical CRM systems support internalization process by creating learning opportunities.

The purpose of this paper is to examine the role of information and communication technologies in each step of Nonaka’s knowledge creation model and also the effects of knowledge sharing on innovation and collective learning among organization's staffs. To do so, we propose a framework based on the Nonaka’s model of knowledge creation to analyze the relationships between information and communication technologies, knowledge management and process innovation and product innovation. After that, we tested this framework in Hacoupian Corporation which has a wide use of information and communication technologies and also is an innovative firm. In this paper, qualitative research method was used to collect data from Semi-structured interviews with a number of staff. The results show that different types of information and communication technologies are used in Hacoupian Corporation and the combinations of these technologies has a positive effects on socialization, externalization, combination, and internalization of employees and leads to product innovations and process innovation.