【正文】 a continuous knowledge ?ow directed from the pany to its customers. Knowledge from customers has to be incorporated by the pany for products and services innovation and development. Knowledge about customers is collected in CRM service, supported processes and analysed in CRM analysis processes.As will, Ocker and Mudambi (2002) point out that the Organisations require exploring and improving CRM and KM methods to get added knowledge value for themselves and their customers. Realising this value in a customer centric context needs the integration of customer data and knowledge during an organisation. Additionally, Geib et al. (2005) give a description of CRM as Customer Satisfaction management aims at high customer satisfaction by offering customers a high quality of service and proximity. These objectives are often maintained by KM systems in order to get better service quality and accelerate processes and problem solutions.Based on the above discussion, the KM process has bee pivotal for building an excient and effective relationship with customers. The role of KM in CRM is important for achieving customer satisfaction. After conducting a careful examination of all available studies from all available sources, it is remended that the CRM process, together with the KM process, still deserves further study. As a result, organisations need to integrate their KM and CRM processes because they realise that KM plays a main role in CRM success. Proposed Customer Knowledge Relationship Management Process: A Conceptual ModelThis section proposes a conceptual model of CKRM that describes the integration of KM and CRM process to improve customer satisfaction (Alryalat et al., 2007). Model 1 explains the links of the various forms of customer knowledge (knowledge about customer, knowledge for customer, and knowledge from customer) and KM process (Knowledge Process about Customer, Knowledge Process for Customer, and Knowledge Process from Customer), based on the KM process proposed by Alryalat et al. (2008a) and the CRM process proposed by Alryalat et al. (2008b).There are 12 phases in a CKRM model. The ?rst phase determines organisation mission to determine how an organisation deals with customers at the present time. The objective of this phase is to shed light on the strengths and weaknesses in dealing with customers. The mission delineates the current association between the pany and its customers. It portrays the existing services offered by the pany to their customers. The goal is to scrutinise the relationship to determine whether it is up to the organisation objective or not.The second phase is Knowledge Process about customers. This phase is important to the efforts of getting customer acquisition and it plays a signi?cant role in acquiring customers. The main objective of this phase is to understand how to capture the needed knowledge. The Knowledge Process about customers requires a sequence of stages. The ?rst stage is Need for Customer Knowledge. It drives many people and organisations to seek knowledge anywhere and anytime. The drive for knowledge is power. Knowledge saves time and money to perform work faster. In addition, Sunassee and Sewry (2002) describe knowledge needs to be created for the organisation based on a selection of the internal and external knowledge required by the organisation. Also, Knowledge Identi?cation focuses on understanding the character of the needed knowledge, picking out existing relevant knowledge, and allocating the knowledge assets which need to be learned and created (Stollberg et al., 2004). Additionally, Knowledge selection helps in identifying knowledge needs by understanding and selecting useful knowledge from the existing repository. This process makes knowledge easy to search and ?nd (Sun and Gang, 2006). Knowledge identifying includes identifying and determining the need for knowledge. Before knowledge can be created or shared, the need for knowledge has to be identi?ed (Sun andGang, 2006).。 scienti?c research and literature around it remain limited. Yet the impact of KM process on CRM process remains under exploration and report.The aim of this paper is to propose a conceptual model of CKRM that describes the integration of KM and CRM process to improve customer satisfaction. The following objectives will be gained fromthis aim:1. To identify how the organisation deals with customers currently. This will be acplished by identifying the mission of the organisation.2. To acquire new customers by enhancing customer knowledge acquisition, retain existing customers through improved customer knowledge retention, andexpand the relationship with customers by growth customer knowledge expansion.3. To describe how the organisation deals with the customers in the future. This will be carried out by identifying the vision of the organisation.In the next section, we review relevant literature. Section 3 proposes the CKRM process model and Sec. 4 presents a research methodology. Literature ReviewThis section gives the reader an overview of di?erent contributions in literature associated with the KM process. It also presents description of CRM process. Finally, it describes the relationship between KM and CRM processes related in the literature.. Knowledge management processThe purpose of KM is not to manage all knowledge, but to manage the knowledge that is most signi?cant to the organisations. It involves applying the collective knowledge and ability of the entire workforce