The Impact of Knowledge Management on CRM Approaches

Abstract

The purpose of the current paper is to examine the impact of knowledge management and its tools on the processes
and approaches of the customer’s relation management(CRM) within the banks sector in Kuwait.
The methodological approach followed in the current study is a quantitative .The population of the current study was
all the CRM managers within the operating Kuwaiti banks which are working within the capital of Kuwait. The
questionnaire was distributed on the sample of the study through visiting the banks and presenting the main aim of
the paper. The convenience sample was (50) managers. However, the researchers retrieved (30) questionnaire forms
(i.e. the response rate is (60%).
The researchers found that there is a significant impact of knowledge management and its tools on processes and
approaches of customer relation management within banks sector in Kuwait.