Knowledge Enabled CRM


Cases on Knowledge-Enabled Customer Relationship Management: Business Models and Experiences, Book edited by Minwir Al-Shammari; Proposal deadline 31 Oct

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Submission Deadline: 10/31/2008
Full Chapters Due: 3/31/2009

Cases on Knowledge-Enabled Customer Relationship Management: Business Models and Experiences

A book edited by Prof. Minwir Al-Shammari, University of Bahrain, Kingdom of Bahrain


Following the transformation of organizations from “product-centric” to “customer-centric” ones, the importance of customers has created tough competition among rivals over acquiring, retaining, and/or expanding relationship with customers. In particular, customer knowledge has been utilized as a major weapon to maintain customer satisfaction and loyalty and gain sustainable competitive advantage. In order to build good customer relations and continue to serve each customer in his/her preferred way, knowledge-enabled customer relationship management (KCRM) is imperative. KCRM is conceived as a business strategy, rather than a technological solution, that results from the integration of major intervention techniques and methodologies rooted in Knowledge Management (KM), Customer Relationship Management (CRM), and Information and Communication Technology (ICT) systems.

The Overall Objective of the Book

Implementation of KCRM as a new business model has not been published in a case book so far. This case book aims at developing an understanding of KCRM models and practices through a compilation of successes as well as failures in implementing KCRM “real-world” applications. The book also addresses the application of KCRM in the public sector context and in that of developing countries. The case book intends to address the topic of KCRM business change from a holistic and strategic perspective that emphasizes the role of organizational elements of people, processes, and technology.

The Target Audience

The proposed KCRM case book will be a major source of knowledge to academics and professionals in the areas of knowledge management, customer relationship management, and information systems.

Recommended topics for cases include, but are not limited to, the following:

  • KCRM strategic analysis
  • KCRM design and development
  • KCRM implementation
  • KCRM and integration of customer contact/delivery channels
  • KCRM and supply chains
  • KCRM and knowledge sharing culture
  • KCRM and organizational learning
  • KCRM and communities of practice/creation
  • KCRM and performance metrics
  • KCRM and project management
  • KCRM and the role of people, processes, and technology
  • KCRM and organizational change
  • KCRM in e-commerce settings
  • KCRM in Governmental context
  • KCRM in globalized/cross-cultural context

Submission Procedure

Researchers and practitioners are invited to submit no later than October 31, 2008, a 2-5 page manuscript proposal clearly explaining the mission and concerns of the proposed case. Authors of accepted proposals will be notified by November 30, 2008 about the status of their proposals and sent case organizational guidelines. Full cases are expected to be submitted by March 31, 2009. All submitted cases will be reviewed on a double-blind review basis. This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), publisher of the “Information Science Reference” (formerly Idea Group Reference) and “Medical Information Science Reference” imprints. For additional information regarding the publisher, please visit

This call for cases can viewed on IGI Global’s Web site at

Inquiries and Submissions can be forwarded electronically (Word document) or by mail to:

Prof. Minwir Al-Shammari
Dept. of Management & Marketing
College of Business Administration
University of Bahrain
P.O Box 32038, Sakhir
Kingdom of Bahrain
Fax: (+973) 17-449-776