Re-engineering the customer relationship: Leveraging knowledge assets at IBM

Anne P. Massey, Mitzi M. Montoya-Weiss, Kent Holcom

Research output: Contribution to journalArticle

160 Citations (Scopus)

Abstract

A successful knowledge management strategy identifies a firm's key leverage points essential to achieve business results. These often reside in core business processes that may be re-engineered to capitalize on and expand organizational knowledge resources and capabilities. This case describes a 4-year initiative undertaken by IBM to re-engineer its customer relationship management process and capitalize on knowledge-based resources. The case illustrates the effective, integrated use of information technologies to improve the performance of both customers and IBM's human experts by providing knowledge access and availability, acquiring and assembling knowledge, and disseminating knowledge to those who need to apply it.

Original languageEnglish (US)
Pages (from-to)155-170
Number of pages16
JournalDecision Support Systems
Volume32
Issue number2
DOIs
StatePublished - Dec 2001
Externally publishedYes

Fingerprint

Knowledge Management
Knowledge management
Information technology
Industry
Availability
Technology
Engineers
Business process
Knowledge-based
Resources and capabilities
Integrated
Knowledge assets
Resources
Knowledge resources
Management process
Customer relationship
Organizational knowledge
Reengineering
Customer relationship management
Knowledge management strategy

Keywords

  • Customer relationship
  • Electronic channel
  • Information technology
  • Internet
  • Knowledge management

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Information Systems and Management

Cite this

Re-engineering the customer relationship : Leveraging knowledge assets at IBM. / Massey, Anne P.; Montoya-Weiss, Mitzi M.; Holcom, Kent.

In: Decision Support Systems, Vol. 32, No. 2, 12.2001, p. 155-170.

Research output: Contribution to journalArticle

Massey, Anne P. ; Montoya-Weiss, Mitzi M. ; Holcom, Kent. / Re-engineering the customer relationship : Leveraging knowledge assets at IBM. In: Decision Support Systems. 2001 ; Vol. 32, No. 2. pp. 155-170.
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