Fast Strategy of Knowledge Management (KM) in Customer Relationship Management (CRM) of Knowledge Intensive Business Services (KIBS)

The research attempts to develop a Fast Strategy by proposing a Taxonomy of the Critical Success Factors (CSFs) of Customer Relationship Management (CRM) in the Thai Industry. Customers are the best assets of the organization. As an increasing number of organizations realize the importance of becoming more customer-centric in today’s competitive economy, they must have deep knowledge about their customers, products, and services internally and externally. The enterprise executives must know the CSFs that will drive their CRM to help foster a customer-centric business strategy in order for them to grow their business. The CSFs will be derived from interviewing of 9 executives from 9 Small and Medium Enterprises SMEs, focusing on the Knowledge Intensive Services (KIBS) in Thailand, which have implemented CRM. The initial results will develop the proposed baseline CSFs Taxonomy. For this study, the initial results will be validated and seek for the contributions of the CSFs Taxonomy to the related management concepts, which includes Knowledge Management (KM), Strategic Leadership, and Strategic Management, and then the final CSFs Taxonomy is developed from the initial base CSFs Taxonomy with the results from the validation. Experts ’ comments hav