Journal of Progressive Research in Social Sciences http://scitecresearch.com/journals/index.php/jprss Journal of Progressive Research in Social Sciences en-US <p><strong>TRANSFER OF COPYRIGHT</strong></p> <p>JPRSS is pleased to undertake the publication of your contribution to <strong>Journal of Progressive Research in Social Sciences.</strong></p> <p>The copyright to this article is transferred to JPRSS(including without limitation, the right to publish the work in whole or in part in any and all forms of media, now or hereafter known) effective if and when the article is accepted for publication thus granting JPRSS all rights for the work so that both parties may be protected from the consequences of unauthorized use.</p> jprsseditor@scitecresearch.com (Managing Editor) jprsseditor@scitecresearch.com (Scitech Support) Tue, 11 Jun 2019 11:59:33 +0000 OJS 3.1.1.2 http://blogs.law.harvard.edu/tech/rss 60 Integration of Knowledge Management in E-CRM: A Collaborative Study http://scitecresearch.com/journals/index.php/jprss/article/view/1736 <p>The paper aims to present a collaborative study on Electronic Customer Relationship Management (eCRM) and Knowledge Management (KM) within four dimensions; technology, knowledge, customer and business based on Resource-based View Theory (RBV). With comprehensive knowledge about customer, SMEs organisations with web presence can provide more customised products and services to individual customers. Hence, the proposition of this paper is the success of e-CRM performance can be improved by interweaving knowledge management concept. &nbsp;&nbsp;</p> <p><strong>This approach is based on four models of CRM, eCRM and KM which are within</strong> four dimensions which are technology, knowledge, customer and business based on Resource-based View Theory (RBV).&nbsp; The study identified that CRM Development Stages Model and Balance Scorecard Perspective of eCRM Model provides better fit to the four resource dimensions which in turn can develop a KM-based eCRM model. This paper concludes that eCRM system designed to support KM must be linked closely to the ideas that within the domain of eCRM which can be decentralized and contextualized.<strong>This research had only focused exclusively on conceptual and models of past researches; a comprehensive user study, extensive performance and scalability testing is left for future work.A key contribution of this paper is the four models of CRM, eCRM and KM which are analyzed with the four dimensions i.e. </strong>technology, knowledge, customer and business based on Resource-based View Theory (RBV)</p> <p>&nbsp;</p> Kalaivani Jayaraman, Farida Bhanu Bt, Mohd Yousoof ##submission.copyrightStatement## http://creativecommons.org/licenses/by-nc-nd/4.0 http://scitecresearch.com/journals/index.php/jprss/article/view/1736 Sat, 08 Jun 2019 00:00:00 +0000