Notice of RetractionCreating competitive advantage through customer knowledge management in customer relationship management

Notice of Retraction

After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.

We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.

The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.

Knowledge is the most valuable asset of a firm. It is also seen through the ages that only those who make a systematic effort can acquire knowledge. Today, Knowledge management is a growing field of study. Although current competitive challenges induced by today´s business environment place firms´ main emphais on organizational knowledge, customer knowledge has been overlook. Especially, there is a lack of a simple and overall framework to integrate the traditional customer relationship management (CRM) functionalities with the management and application of the customer-related knowledge, particularly in the context of marketing decisions. In this paper, we present an integrated framework for CRM through the application of knowledge management technology. The framework can be the basis for enhancing CRM development.