A STRATEGIC FRAMEWORK FOR DESIGNING KNOWLEDGE-BASED CUSTOMER-CENTRIC ORGANIZATIONS

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Keywords:

Business process re-engineering, customer relationship management, and knowledge management

Abstract

Business firms are witnessing accelerating environmental change and uncertainty rates, a shift towards a reactive change mode, and knowledge-based products or services. The basic notion of the paper holds that organizations respond to environmental changes through organizational activities that seek to diffuse existing pressures, exploit existing opportunities, or create new opportunities. The study adopts an exploratory approach based on a review of related works. It proposes a synergistic and hierarchical knowledge-based customer-centric organization (KCO) strategic framework to leverage distinctive core competencies (DCCs) and achieve sustainable competitive advantage (SCA). The KCO framework comprises four elements: business process re-engineering (BPR), knowledge management (KM), customer relationship management (CRM), and competitiveness strategies. Business process re-engineering (BPR) is understood in its broader context and includes three major components, i.e., reorganizing people, retooling information and communication technologies (ICTs), and redesigning processes.

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Published

2021-12-26