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Research Proposal Essay Sample on The Role of KM in eBusiness and Customer Relationship Management

Research Problem

Several researchers emphasize on the important roles that knowledge management plays in enhancing e-business. A study done by Fahey et al (890) argues that knowledge is now a strategically important resource for business organizations. As such, building and transferring knowledge are now fundamental factors in acquiring and sustaining a strong competitive advantage.

Moreover, KM can build or create more customer value through the creation of knowledge with customers. According to Alhawamdel (25), KM is very important for e-businesses because communication is their primary base. Additionally, the focus that e-businesses are perceived to adopt is customer-oriented.  

Therefore, operating a business on the electronic environment requires a company to be knowledgeable about its products, markets, competitors, legal controls and services among other important factors (Boon and Plessis 73). Having such knowledge makes it possible for online businesses to determine the appropriate strategies that should be employed for success to be realized. E-businesses can also access important information through different internet media. Such information includes customer feedbacks which enable the businesses to improve or to amend their business gaps that are linked to the satisfaction of customers.

E-businesses are able to expand their customer base due to technological advancements which enable them to target global markets. Nevertheless, the question is how can companies that operate electronically manage to sustain relations with customers considering the fact that their clientele base is increasing as well as the global and digital economy? Can this purpose be met by managing knowledge effectively?

Currently, there is limited empirical research on the nature and essence of knowledge management as well as its influence on the operations of e-businesses. Therefore, the aim of this study is to identify the essence of knowledge management on effective customer relationships and e-business management. The study will be important in the resolution of the research problem because it will demonstrate the essence of KM while doing business electronically.

Research Main Questions      

Research questions’ development in the research process is very important. According to Martyn (82), among the most important components of any research proposal are study questions because they give the study a focus since research is done with an aim of finding solution to the problem. The arguments and inquiries of the researchers are guided by these questions. Therefore, this study will have four main questions and the information that the investigator will seek will be reflected by these questions.

  1. What is the function of knowledge management on CRM and e-business?
  2. How are e-businesses promoted by knowledge management?
  3. Is better customer relations’ management facilitated by effective KM?
  4. Is how e-businesses develop, manage and dispense customers’ requests influenced by knowledge management?

Aims and Objectives

      Aims refer to broad statements that state the desired results of a research study. According to Martyn (82), they give a definition to the general intentions of the research while giving a picture of the entire research project. They also emphasize on the plans of the researcher and how he/she intends to execute them.

      Additionally, aims give a definition of the long term results of the research project in regards to aspirations and expectations of the topic or subject. Research objectives are developed after determining aims. This entails following steps in answering study questions and trying to accomplish the project’s goals. The focus is on the means of accomplishing the study’s aims and also addressing the immediate results of the project.

      The aim of this study is to establish the contributions that knowledge management makes towards e-businesses as well as how customer relations are affected by this management. The purpose of the study is to discover the role played by KM in enhancing the operations of e-businesses and interactions’ management with the future and present clients.

      Here are the four objectives that will form the base of this study:

  1. To find out whether the platform on which e-businesses operates is knowledge management or whether knowledge management is a vital requirement for e-businesses.
  2. To determine the influences of knowledge management on e-business.
  3. To find out whether a positive relationship exists between e-business and knowledge management.
  4. To discover knowledge management’s role in enhancing companies and customer relations.


      O’Leary (231) notes that distinctive information pieces that are gathered, observed or created to enhance investigation of a particular topic or subject so that research outcomes can be generated are defined by data. In this study, both primary and secondary data will be utilized. Literature review will be used to present secondary data. The review will provide an evaluation of different studies done previously and related to this study’s subject.

      The data of this study will have diverse literatures that are related to knowledge management and how they relate to the topic being investigated. It will come from secondary sources that include scholarly journals, books, company websites and articles. Secondary data will complement primary data gathered via interviews and surveys from the case of the selected company.

      Questionnaires will be used by the survey as the instrument for collecting data that is linked to the topic from employees who will be selected randomly in the company. Relevant managers will be interviewed on the basis of the topic under investigation.


Works Cited

Alhawamdel, Mohammad. “The Role of Knowledge Management in Building E-Business Strategy.” Proceedings of the WCECS 3.1 (2007):24-27.

Boon, Ja and Plessis, Marina. “Knowledge Management in eBusiness and Customer Relationship Management: South African Case Study Findings.” International Journal of Information Management 24.1(2004):73-86.

Fahey, Lesser, Srivastava, Ritsko, Sharon, Sasson and Smith, Rodney. “linking e-Business and Operating Processes: The Role of Knowledge Management.” IBM Systems Journal 40.4(2001):889-907.

Martyn, Denscombe. Research Proposals: A Practical Guide. Ontario, Canada: McGraw-Hill International, 2012.,+aims+and+objectives,+research+questions&hl=en&sa=X&ei=r7tXUunwE8ao4ASD6oCQDQ&ved=0CCwQ6AEwAA#v=onepage&q=Data%20collection%2C%20aims%20and%20objectives%2C%20research.

O’Leary, Zina. The Essential Guide to Doing Your Research Project. Thousand Oaks, CA: Sage Publications, 2009.,+aims+and+objectives,+research+questions&hl=en&sa=X&ei=r7tXUunwE8ao4ASD6oCQDQ&ved=0CF0Q6AEwCA#v=onepage&q=Data%20collection%2C%20aims%20an