From the beginning of the 1990s, the business world has been talking about Knowledge Management (KM). Information Technologies (network technologies and local databases) have provided new tools to better perform the activity of using (codify and store) and sharing knowledge (modern Knowledge...

The term CRM, Customer Relationship Management, is one of the most applied concept both in Marketing and IT literature and applications. CRM is most of the time used as a replacement of a misleading narrow term: Relationship Management (RM). Operations, Customer Service, Sales, human resources,...

Research on the relationship between Information Technology (IT) and organizations emphasizes the complexity of adaptation processes and the potential of drifting. Drifting means that an organization encounters unexpected circumstances that show the incompleteness and possible failure of an...