Knowledge Management Processes, electronic Customer Relationship Management, and company Performance

Abstract

Knowledge Management is seen as a key competitive factor in the global knowledge economy but for being successful in today's dynamic market, client should also be considered. In this age, which is the IT and networks age, best solution for improving of performance is ecommerce. This study aimed to investigate the effect of knowledge management processes on the success of electronic customer relationship management and company performance in banking industry (Case Study: Tejarat Bank, Golestan province). This is a descriptive-analytic study that, due to practical purpose, has been done in the cross-sectional survey. Therefore, a sample of 186 employees of Tejarat Bank in Golestan province were selected; The method of collecting information was through questionnaires and data were analyzed by SPSS software, using simple linear regression and Pearson correlation coefficient. The research findings indicate that the knowledge management processes has a positive effect on electronic customer relationship management and company performances.