Abstract
This research illustrates the use of modern information technology to provide knowledge support to CRM (Customer Relationship Management) processes. This knowledge support allows for performance enhancement in customer oriented business processes by an integrated CKM (Customer Knowledge Management) process model, which identifies six CRM sub-processes and four aspects of Knowledge Management. The application of the four aspects of knowledge content, knowledge competence, knowledge collaboration and knowledge composition in specific CRM sub-processes is demonstrated in Case Study provided by Process of Product Application Engineering and Customer Service at M-Company in Silicon Wafer of Semiconductor Field. This integrated CKM model aims at supporting CRM operation and achieving the dissemination, development and corporation of customer knowledge. The proposed architecture of CKM is effective while indicating the performance index of Customer Satisfaction and Improving Mechanisms for a successful implementation of CKM and significantly improved CRM performance.