... of intangible resources; creating resource‐based strategies; monitoring effects from actions; translating business strategy into action; weighing possible courses of action; and enhancing management of business as a whole. Knowledge management Customer relations Integration Intellectual...

... findings are based on a literature analysis and six years of action research, supplemented by case studies and surveys. Knowledge management Customer relations Process management CRM, on the other hand, was influenced by several information systems concepts, focusing on distinct application areas...