Deriving information from CRM for knowledge management—a note on a commercial bank

In today's highly competitive global economy, many companies are enhancing their enterprise information systems that include enterprise resource planning (ERP), customer relationship management (CRM) and supply chain management (SCM). In this study, we report some preliminary results of integrating customer satisfaction index into knowledge management in a commercial bank in Shanghai, China. The result of the study indicates that the most influential factors that affect corporate customers' satisfaction are customer relationship and service process. Both factors are served as inputs to knowledge management which generates some new ideas for improving customer services. CRM is a component of enterprise information systems. The study can be a reference to other commercial banks to improve their competence of CRM and knowledge management.