Significance of knowledge management process and customer relationship management for stimulating innovation capability: empirical analysis, PLS-SEM approach

This article explores the connections between customer relationship management, knowledge management process, and the capacity to create new products and services. This explains firms' precise sequence to successfully integrate CRM and KMP operations. The study investigation conducted regression and mediation analysis on lower-order and higher-order components with SmartPLS 3.2.9. Over 88 businesses in China were involved in gathering these statistics. In this particular research, a total of 287 different questionnaire surveys were investigated. According to the results, it would seem that knowledge management is significantly impacted by customer relationship management (CRM). The customer knowledge management process unites the capacity for innovation with managing customer relationships. The results of this study will be helpful to executives in gaining a better grasp of the interaction between customer, knowledge, and innovation perspectives.