| چکیده انگلیسی مقاله |
Purpose: Due to the risks of implementing Electronic Customer Relationship Management (ECRM) projects, it is necessary to implement organizational investment after recognizing the gap between current and desired status and a path to the desired state. Therefore, the assessment of electronic customer knowledge management should be considered as a starting point or continue and improve its processes in organizations which providing electronic services (police +10). Thus the organization has a clear understanding of each maturity level, and understand their future investment interests and also will develop Recovery strategies based on existing gaps. Design/methodology/approach: This Research uses a combination of qualitative and quantitative approach. It is applied as far as the aim is concerned and the method is descriptive-analytic. First, First, through a systematic review of the literature, Maturity Assessment methods have been investigated and Basic Maturity Model is selected. After extraction and validation of critical success factors of social customer knowledge management framework, Maturity Levels of critical success factors have been identified through the chi-square test and Total weighted methods, and Social Customer Knowledge Management maturity assessment model has been confirmed and provided. Findings: In this research, Social Customer Knowledge Management maturity assessment model based on critical success factors are presented. Eleven critical success factors including: "strategy", "leadership", "Information Technology", "knowledge management", "Culture", "process", "resources", "intelligent", "security", "social customer" and "assessment" have been distributed between two to five maturity levels. Results: Maturity Assessment Model presented is applicable in organizations providing e-services (Such as police +10), As a reference depth analysis of organizational readiness for Social Customer Knowledge Management practices and improvements. |