Title:
Enhancing Customer Relationship Management through Mobile Personnel
Knowledge Management (MPKM): A Cultural Perspective
Abstract: This paper is aimed at the concept of Mobile Personnel
Knowledge Management (MPKM). MKPM is founded on two well-known concepts: Customer
Relationship Management (CRM) and Knowledge Management (KM) facilitated by
mobile technologies. This paper describes how CRM and KM can be merged in
order to create MPKM. MPKM is an investigation on how the technology could
be applied in order to manage, capture and distribute personnel‘s knowledge
and provide better Customer Relationship Management. This study will concentrate
on how MPKM proposes to overcome those concepts in providing an effective
CRM enhancing the value proposition to customers as well as the investigation
into its effects on different cultures.
Author: Abbass Ghanbary
and Dinesh Arunatileka