The Effect of Knowledge Sharing Using Customer Relationship Management Systems in Manufacturing Companies

This study assesses the influence on knowledge sharing among workers within Polish manufacturing enterprises. The study focuses on those workers who are involved within a company in a New Product Development (NPD) Process and who share their knowledge using the Customer Relationship Management (CRM) systems. The outcome based on the data obtained from Polish enterprises suggests that the use of the following functionalities of CRM system by workers: the Customer Profitability Database, the daily/weekly/monthly Customer Contact Database and the Customer Requirement Database focusing on services, affects knowledge sharing and increase the creation of new products. This case study investigates how useful that knowledge is which has been achieved using CRM systems and it clarifies its effect in Polish manufacturing enterprises.