Does Knowledge Management and Organizational Culture Still Out of Consideration in Achieving CRM Success? A Survey on Some Indonesian Academicians and Practitioners

Abstract

: Nowadays, we are entering the era of the knowledge-based economy. The era is characterized by factors such as technological innovation, increased competitiveness, and the global nature of markets. The second and third characteristics relate to a customer: competition is a situation where companies in an industry scramble customer; the market is an entity consist of customers. One of the concerns regarding customers is establishing a relationship with the customer—it is known as customer relationship management (CRM). Therefore, this study is intending to investigate the impact of knowledge management on CRM success with the moderation of corporate culture. The data were obtained through an electronic questionnaire, by random sampling, fulfilled by some academician, consultant, and practitioners in information systems, and it involved 31 respondents. The result shows that for some Indonesian academicians and practitioners, CRM success does not deal with knowledge management and organizational culture.