Pros and Cons of Integrating Knowledge Management System and CRM Solution

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INTRODUCTION
This paper reflects on an article about the integration of knowledge management system and CRM solution, its benefits and downside. In general a critical evaluation of how this relates to my understanding of the theoretical concepts of knowledge management, how KM creates value to organizations and its impact on business models.
The article discusses the challenges of integrating Knowledge Management Systems and technologies and why organizations should look into reviewing their business models to balance and maximize the value of integrating KM systems and technologies. It suggested an approach focused on balancing data and insights and also provides a contrast on the benefits and risks of the integration. I have decided to focus this reflection on 3 arguments as follows:

DISCUSSION

1. Theoretical Concept of Knowledge Management Systems: Delineation of terminologies.

The author did not describe or define KM and CRM giving a conflicting understanding of his ideas and perspective. His reference of KM and CRM are inconsistent, he used systems, solutions, applications and databases, when referring to KM and CRM yet unclear whether he meant the same thing.

As I relate this to what I have read about Knowledge Management, I begin to question what he really meant with KMS and CRM. From what I’ve studied, CRM is a KM system, a technology that develops knowledge about customers’ individual preferences and needs using knowledge repositories and knowledge discovery techniques. (Jashapara, 2004). Further to this, knowledge management system is defined as systems that manage organisational knowledge processes. (Jashapara, 2004). In this article, I think he sees KM as databases, policies, procedures and other information cap...

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