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- W3022833167 abstract "This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems." @default.
- W3022833167 created "2020-05-13" @default.
- W3022833167 creator A5005192525 @default.
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- W3022833167 creator A5081374861 @default.
- W3022833167 date "2020-05-10" @default.
- W3022833167 modified "2023-10-10" @default.
- W3022833167 title "Customer Knowledge Management in SMEs Facing Digital Transformation" @default.
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