Role of Knowledge Management in Achieving Customer Relationship and its Strategic Outcomes

Abstract

The aim of this research is to find out the role of Knowledge Management in getting relationship with customers.  It investigates the problem to asses the Knowledge Management importance and to ascertain how to ensure good Customer Relationship. A questionnaire survey was conducted in telecommunication sector organizations like Warid, Telenor, Ufone, Zong and PTCL for finding the concept of Knowledge Management among the managers and to determine whether through Knowledge Management, Customer Relationship are achieved or not. The research data was analyzed through SPSS tools. Based on our results some broad recommendations are made achieving Customer Relationship and other important business elements through Knowledge Management.

Keywords: Knowledge Management (KM), Customer Relationship (CR), Business Strategy (BS), Market Information (MI), Information about Competitors (IAC).