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Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard

Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard

Anthony Liew
Copyright: © 2012 |Pages: 27
ISBN13: 9781613500897|ISBN10: 1613500890|EISBN13: 9781613500903
DOI: 10.4018/978-1-61350-089-7.ch013
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MLA

Liew, Anthony. "Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard." Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, IGI Global, 2012, pp. 223-249. https://doi.org/10.4018/978-1-61350-089-7.ch013

APA

Liew, A. (2012). Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard. In M. Al-Shammari (Ed.), Customer-Centric Knowledge Management: Concepts and Applications (pp. 223-249). IGI Global. https://doi.org/10.4018/978-1-61350-089-7.ch013

Chicago

Liew, Anthony. "Integrating Customer Relationship Management, Performance Management, and Knowledge Management through Balanced Scorecard." In Customer-Centric Knowledge Management: Concepts and Applications, edited by Minwir Al-Shammari, 223-249. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-089-7.ch013

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Abstract

This chapter is primarily based on literature review or secondary research and analysis. The objective of this study is to extend and amalgamate the three major business management concepts: CRM, PM, and KM.

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