Title: Significance of knowledge management process and customer relationship management for stimulating innovation capability: empirical analysis, PLS-SEM approach

Authors: Umair Zia; Jianhua Zhang; Du Xiaoyun; Liu Jinyan

Addresses: Zhengzhou University, 100 Kexue Blvd., Zhongyuan District, Henan Sheng Zhengzhou, 450001, China ' Zhengzhou University, 100 Kexue Blvd., Zhongyuan District, Henan Sheng Zhengzhou, 450001, China ' Zhengzhou University, 100 Kexue Blvd., Zhongyuan District, Henan Sheng Zhengzhou, 450001, China ' Zhengzhou University, 100 Kexue Blvd., Zhongyuan District, Henan Sheng Zhengzhou, 450001, China

Abstract: This article explores the connections between customer relationship management, knowledge management process, and the capacity to create new products and services. This explains firms' precise sequence to successfully integrate CRM and KMP operations. The study investigation conducted regression and mediation analysis on lower-order and higher-order components with SmartPLS 3.2.9. Over 88 businesses in China were involved in gathering these statistics. In this particular research, a total of 287 different questionnaire surveys were investigated. According to the results, it would seem that knowledge management is significantly impacted by customer relationship management (CRM). The customer knowledge management process unites the capacity for innovation with managing customer relationships. The results of this study will be helpful to executives in gaining a better grasp of the interaction between customer, knowledge, and innovation perspectives.

Keywords: customer relationship management; knowledge management process; innovation capability.

DOI: 10.1504/IJKMS.2024.138069

International Journal of Knowledge Management Studies, 2024 Vol.15 No.1, pp.17 - 37

Received: 08 Oct 2022
Accepted: 31 May 2023
Published online: 18 Apr 2024 *