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International Conference on Information Systems Architecture and Technology

ISAT 2017: Information Systems Architecture and Technology: Proceedings of 38th International Conference on Information Systems Architecture and Technology – ISAT 2017 pp 346–354Cite as

Knowledge Sharing Using Customer Relationship Management Systems (CRM) in NPD Processes - Research Results from Polish and German Manufacturing Companies

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Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 657))

Abstract

Knowledge sharing in manufacturing companies is not an easy task. Our previous research conducted in Polish manufacturing companies in the construction and automotive industries, showed that 52% of respondents identified organisational difficulties which directly resulted from problems in knowledge sharing within the company, usually in the form of insufficient organization within the company and a lack of communication between company employees.

An NPD process in a manufacturing company needs innovative ideas supported by an information system. CRM systems are used to facilitate the creation of new knowledge about market demand and support an NPD process in a manufacturing company. This case study investigates how knowledge is shared through CRM use and explores how the use of this system supports New Product Development (NPD) process based on a data obtained from Polish Manufacturing Enterprises from Lubuskie region and from German Manufacturing Enterprises from Brandenburg region. Based on our research results it is stated that managers in German and in Polish companies perceive the importance of the knowledge sharing supported by CRM system in the context of the improvement of the new product development.

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Notes

  1. 1.

    This work was supported in part by the project realized by Justyna Patalas-Maliszewska: “Assessing the relationship between business strategy and knowledge transfer in German Manufacturing Enterprises” by the German Academic Exchange Service (DAAD), Bonn, Germany, Nr: 235585, 2016.

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Author information

Authors and Affiliations

  1. University of Zielona Góra, ul. Licealna 9, Zielona Góra, Poland

    Justyna Patalas-Maliszewska & Sławomir Kłos

Authors
  1. Justyna Patalas-Maliszewska
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  2. Sławomir Kłos
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Corresponding author

Correspondence to Justyna Patalas-Maliszewska .

Editor information

Editors and Affiliations

  1. Department of Management Systems, Faculty of Computer Science and Management, Wrocław University of Science and Technology, Wrocław, Poland

    Zofia Wilimowska

  2. Department of Computer Science, Faculty of Computer Science and Management, Wrocław University of Science and Technology, Wrocław, Poland

    Leszek Borzemski

  3. Department of Computer Science, Faculty of Computer Science and Management, Wrocław University of Science and Technology, Wrocław, Poland

    Jerzy Świątek

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Patalas-Maliszewska, J., Kłos, S. (2018). Knowledge Sharing Using Customer Relationship Management Systems (CRM) in NPD Processes - Research Results from Polish and German Manufacturing Companies. In: Wilimowska, Z., Borzemski, L., Świątek, J. (eds) Information Systems Architecture and Technology: Proceedings of 38th International Conference on Information Systems Architecture and Technology – ISAT 2017. ISAT 2017. Advances in Intelligent Systems and Computing, vol 657. Springer, Cham. https://doi.org/10.1007/978-3-319-67223-6_33

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  • DOI: https://doi.org/10.1007/978-3-319-67223-6_33

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-67222-9

  • Online ISBN: 978-3-319-67223-6

  • eBook Packages: EngineeringEngineering (R0)

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