چکیده:
As organizations move toward more comprehensive commercial environments, theprocesses that shape such environments get enriched in their knowledge and awareness. On the other hand, as advanced technologies form customer expectations, the organizations come under pressure to improve their work processes and their competitive position. At the time of economic development, emergence of new business opportunities, new competitors, service organizations, beneficial organizations, industrial parks, banks, etc. organizations have to suitably organize their processes in order to achieve their desired development or at least to preserve their current share. Making macro strategies of customer knowledge management is one of the tools that if paid enough attention, can remove a lot of the concerns of organizations' authorities. The objective of this research is to help organizations understand the effective factors in implementing macro strategies of customer knowledge management, and determining their importance for the organization. In this regard, the researchers have tested the effectiveness of the effective factors in implementing the macro strategies of customer knowledge management in manufacturing companies of Tehran, in 2011. These factors are the results of previous researches, especially the conceptual model presented by Quaddus and Xu (2004). In this research, all factors of the model (including personal, organizational, and CKM-related factors) were recognized as effective in implementing the macro strategies of customer knowledge management. Besides, according to the obtained results, CKM-related factors have been more effective in implementing the macro strategies of customer knowledge management than the two other groups of factors. Moreover, in the eyes of managers and technicians of these organizations, some factors including senior managers' support, IT grounds of organizations, compatibility to the industry, and obtained advantages by people have been more effective in implementing the macro strategies of the customer knowledge management.
خلاصه ماشینی:
"In this research, all factors of the model (including personal, organizational, and CKM-related factors) were recognized as effective in implementing the macro strategies of customer knowledge management.
H3 CKM-related factors have an effect on creating macro strategies of customer knowledge management in the organization The subsidiary hypotheses of this main hypothesis are as follow: H3.
Results of testing the effectiveness of different factors on implementing macro strategies of customer knowledge management به تصویر صفحه مراجعه شود)) According to the data in the table, the lower and upper limits for the all the main and the subsidiary hypotheses are positive.
In the opinion of the managers and experts of manufacturing companies of Tehran province, top managers' support, IT grounds of the organization, compatibility with the industry, and advantages gained by other people are more effective in implementing macro strategies of customer knowledge management than the other components.
Due to confirmation of all the hypotheses of the research, at studying the effect of factors on successfulness of implementing macro strategies of customer knowledge management, it is necessary to be careful about the details regarding each component.
The results of the research show that the respondents believe that the organizational structure and IT grounds of the organization are effective in successful implementation of macro strategies of customer knowledge management.
Besides, the results of the research show that the respondents believe that the advantages gained by other people are an effective factor in successful implementation of macro strategies of customer knowledge management."