INTRODUCTION

Background

This survey is part of an important research project that investigates the success of knowledge management systems.
As a respondent to this survey, you have been identified as a user of a knowledge management system, though your
organization may not specifically refer to the system using that terminology. Knowledge management systems
leverage the expertise of individuals and the efficient transfer of knowledge with in your organization. They can be
used to disseminate information to make more effective decisions. Knowledge management systems consist of (but
are not limited to) such things as best practices, identification of experts or expertise within a firm, enterprise portals
(e.g. Planet People Soft) or systems that aid in problem solving by transferring knowledge from one source to an
individual who needs it. Strictly speaking, knowledge management does not include expert systems. The research is
being conducted as part of the fulfilment of requirements, by the researcher, for the Doctorate of Business
Administration Program at Nova South eastern University, Fort Lauderdale, FL.

Confidentiality

Individual responses will be used only to form grouped summary result values and the individual responses will not
be communicated in any way. The confidentiality of your responses will be strictly protected. At the end of the
survey, you have the option of including your name, telephone number and / or email address. This is included only if
you wish to have the researcher contacts you for follow-up questions regarding this project. If you chose to
participate, your individual confidentiality will be maintained, unless permission is granted otherwise.

Questions

You may direct any questions or comments regarding this survey to the researcher:

Leila A. Halawi

8806 Audrey Lane

Tampa, FI, 33615

(813) 886-5142

lahalawi@nova.edu

Directions for Completing the Survey

Please respond to all questions, indicating the one response that best reflects your answer to the question.

Thank you for you participation in this important research project.

PART 1 - Questions Related to your Organization's Knowledge Management System.

Questions that refer to knowledge management systems may refer to a variety of computer systems including,
groupware, knowledge ware, collaborative computing databases, knowledge repositories, or best practices
databases.

Each of the statements is accompanied by a 7-point scale anchored at the ends by the labels “1 strongly disagree"
(SD), "2 moderately disagree (MD)", "3 somewhat disagree (SWD)",” 4 neutral (N)",” 5 somewhat agree (SWA)", “6
moderately agree (MA)", "7 strongly agree" (SA).

KNOWLEDGE QUALITY
14 My organization's knowledge management system provides me with the knowledge that I need.

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15 Knowledge provided by my organization's knowledge management system is usually more than I need.

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16 The knowledge with in our knowledge management system is available when I need it.

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17 Knowledge with in our knowledge management system is up-to-date.

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18 The knowledge in my organization's knowledge management system uses recognized vocabulary that I can
understand rather than highly specialized terminology that confuses me.

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19 My organization's knowledge management system provides knowledge from multiple sources that is adequate for
me to finish tasks and/or make decisions.

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20 Knowledge provided by my organization's knowledge management system has errors that I must work around.

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21 The knowledge in my organizational knowledge base provides contextual knowledge so that I can truly
understand how that knowledge can be applied.

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22 My organization's knowledge management system allows me and my co-workers to exchange ideas and thoughts
on common work practices.

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23 My organization keeps up dating the linkages to the online directory so that I can locate newly hired or newly
acquired expertise without any problem.

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SYSTEM QUALITY

1 My organization's knowledge management system allows me to perform both knowledge and people search.

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2 Whenever I do an online search on the organizational knowledge base, the retrieved knowledge is always what I
need.

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3 People in one department generally dislike interacting with those from other departments.

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4 Whenever I do an online search on the organizational yellow pages/ expert directory, the returned linkage can
always lead me to the right person to help me with the problem.

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5 Whenever I do an online search, the search result displays in a timely manner.

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6 My organization's knowledge management system allows me to write a query to search for needed in formation /
knowledge.

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7 The knowledge management system I use is subject to frequent problems and crashes.

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8 I can find most of the organizational knowledge I need online.

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9 Whenever I do online search, I need to try different ways to locate needed knowledge.

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10 Whenever I do online search, I need to try different ways to locate the right person.

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11 The elapsed time between a user-initiated request for service or action and reply to that request in our
knowledge management system meets my needs.

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12 Our knowledge management system is easy to use.

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13 The set of vocabulary, syntax, and grammatical rules to interact with the knowledge management system meet
my needs.

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PART 2 - DEMOGRAPHIC INFORMATION

Please complete the following demographic information

84. Gender M ale__________ Female _____________

85. Number of Years Employed with the Company

(1) Less Than One Year (2) One to Three Years (3) Three To Five Years (4) Five To Ten Years (5) Greater Than Ten
Years

86. Length of time using knowledge management system

(1) Less Than One Year (2) One to Two Years (3) Two To Three Years (4) Three To Five Years (5) Greater Than Five
Years

87. Your education level is:

(1) Some or No College Degree (2) Associates Degree (3) Bachelor's Degree (4) Master's Degree or beyond

88. Your position in this company is:

(1) Non -Mgmt. Professional (2) Supervisor / Manager (3) Sr. Manager / Director (4) Executive (5)
President/CEO/COO/CIO/CKO

89. Industry Type:

(1) (2) (3) etc………..

OPTIONAL INFORMATION

Instructions:

If you choose to respond your answers will be kept strictly confidential, unless you indicate otherwise.

Name:______________________________________

Phone Number: _____________________________

EMAIL:____________________________________

May we contact you for additional information? ( ) Yes ( ) No

If yes, would you prefer to be contacted by: ( ) Phone ( ) E-mail ( ) Either

_____________________________________________

SUBJECTIVE NORMS

1. Top Management Support:

• Overall, Ace Grocery management encourages the use of KnowLink

• Ace Grocery management has been concerned regarding user satisfaction with KnowLink

• Ace Grocery management tells employees the strategic importance of knowledge management

• Ace Grocery management is interested in identifying what information and knowledge needs employees have for
work

2. Norms – Colleague:

• My colleagues think that I should use KnowLink for my work

• The opinions of my colleagues are important to me

3. Norms – Supervisor:

• My supervisor thinks that I should use KnowLink for my work

• The opinions of my supervisor are important to me

PERCEIVED KMS QUALITY

1. Ease of Use:

• Overall, KnowLink is user friendly

• Overall, KnowLink is easy to use

• It is easy to customize KnowLink in order to meet my needs

• It is easy to browse and navigate by mouse clicks in KnowLink

• It is easy to search for information using a "Search" tool in KnowLink

• It is easy to submit any knowledge (e g an electronic document that you created) through KnowLink in order to
share it with other employees

2. Information Quality:

• KnowLink provides the knowledge and information I need

• The knowledge and information in KnowLink is up-to-date

• I am satisfied with the accuracy of information and knowledge obtained from KnowLink

• KnowLink provides me with information and knowledge in a timely manner

• KnowLink provides me with the right information and knowledge to help me to do my tasks

3. KM Support from Business Area Experts:

• Stewards (l e my business area experts in KnowLink) give prompt responses to users

• Stewards (l e my business area experts in KnowLink) are always willing to help users

• Stewards (l e my business area experts in KnowLink) have expertise and knowledge to assist users

4. KM Support from KM Group:

• The KnowLink support team gives prompt responses to users

• The KnowLink support team is always willing to help users

• The KnowLink support team has expertise and knowledge to assist users

5. End User Systems Quality:

• My computer systems are fast enough to support my work

• I can use my computer to access KnowLink any time I wish

• My computer system needs to be upgraded (R)

• I can download any document from KnowLink quickly

TASK INFORMATION AND KNOWLEDGE INTENSITY

1. Information & Knowledge Intensity – Volume:

• I need to keep up with a lot of information to do my work

• It is important for me to bring together information from many sources in my job

• I have to compare many alternatives to make work-related decisions

• My job requires me to stay on top of a variety of information

2. Information & Knowledge Intensity – Volume:

• The information I need to do my work changes a lot week to week

• I have to pay attention to changes in information related to my work

• If I can respond quickly to changes in information, I can do my job better

• I have to make new decisions each week, because the environment changes quickly

_____________________________________________

Welcome! Thanks for signing on to the survey. This survey is directed at Atlantic Canadian firms who are engaged in
or contemplating an internationalization strategy. As you recall from your letter of invitation this web-based survey is
to be completed by the president or majority share- holder of this firm. All the information you will provide in the
following questionnaire will remain strictly Confidential.

Your firm will not be identified as all questionnaires will be coded upon receipt so that no links are possible between
the data and the identity of the firm. This five part survey will take approximately 15 minutes depending on the
extent of your answers.
The survey is very user friendly.

Given the internet platform, the survey needs to be completed in one sitting before July 9th, 2007.

As a thank you for your participation and resource for your strategic planning a summary of the survey's results will
be posted to The Bissett School of Business website (http://business.mtroyal.ca/) by September 10th, 2007. If you
desire a reminder of this posting, a contact form, which again has been designed to assure confidentiality and
anonymity of your responses is located within the survey.

Please follow the directions and explanations on each screen.

If you do not know the precise answer to a question please answer to the best of your knowledge. Approximations
will be more useful to me than no answer at all. Also, if for some reason, you must stop filling out the survey, please
log out and start at the beginning of the survey at another time.

If you have any questions, please do not hesitate to contact me at the numbers below. Thank you again for your
support.

Yours Very Sincerely,

H. Douglas MacDonald, PhD Candidate

Tel: (902) 566-2283; E-mail: dhmacdonald@mtroyal.ca

Please click the start button below when you are ready to begin.

For each of the following items please indicate the extent to which you agree or disagree with each statement.

SHARING INFORMATION / Knowledge Dissemination (KDF2 & KDF4 & KDF5)

(1) Marketing people in our organisation frequently spend time discussing customers' future needs with people in
technical departments

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(2) When people in our organisation need information about marketing issues they know exactly who to ask

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(3) There are regular meetings between departments to discuss market trends and developments

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(4) We keep a database of customer information that is easy to access (KD5)

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(5) Information about customer satisfaction is disseminated to all levels of our organisation on a regular basis (KDF2)

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(6) We often record internal best practices (KDF4)

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TECHNIQUES TO SHARE KNOWLEDGE / Knowledge Dissemination (KDF1)

(1) Our workspace is set up make it easy for people to talk to each other

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(2) We encourage people with similar interests to work together to solve a problem

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(3) We frequently step back and reflect on what went well or did not go well in aspects of our business

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(4) Our organisation actively encourages mentoring or coaching

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RESPONSIVENESS / Responsiveness to Knowledge (KRF4 & KRF5)

(1) When something important happens to a competitor, the whole organisation knows about it quickly

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(2) We are quick to implement strategies in response to significant changes in our competitors pricing structures

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(3) If a major competitor launches an intensive campaign targeted at our customers, we would implement a
response immediately

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(4) We often change our procedures for doing things

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(5) We often change the range of products or services that we offer

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At this point, I have two questions which if you agree to answer require some contact information.

As mentioned earlier, all information is confidential and anonymous.

Firstly, would you like to receive an E-mail reminder that the survey's summary results are posted to
http://business.mtroyal.ca? If yes, please fill in your E-mail address in the space below.

Secondly, we are keen to know more about your experiences with business advisors and their effect on your firm.
May we contact you to participate in a short follow-up discussion? If yes, please fill in your contact information
below.

To ensure confidentiality and anonymity, this contact information will be detached from the responses you've
provided.

Name:

Firm :

Phone:

Cell :
E-mail :

_____________________________________________

CRM SERVICE CHANNELS PERFORMANCE / Variety of Service Channels

5. When customers want to contact I with company representative, it is j possible to achieve through multiple I
service channels (e.g. Internet, Call \ Center, etc.).

Agree / Tend to Agree / Tend to Disagree / Disagree / Don’t Apply

8. Company can apply customer information for all situations not only when serving customer

Agree / Tend to Agree / Tend to Disagree / Disagree / Don’t Apply

CRM SERVICE CHANNELS PERFORMANCE / Protection of Customer’s Privacy

4. Rules of protecting customers' information security and privacy are systematically applied.

Agree / Tend to Agree / Tend to Disagree / Disagree / Don’t Apply

DEMOGRAPHIC

1. Are you:

Male

Female

2. How old are you?

Less than 20

20-30 / 30-40 / 40-50 / More than 50

3. What is your highest level of education?

High School degree or equivalent / CEGEP / Community College/Technical Degree / Bachelor's Degree / Master’s
Degree (other than MBA) / MBA / PhD / Other (Please specify)

4. What is your position in the company?

CIO (Chief Information Officer) / Senior or Executive Vice President / Vice President / Director or Assistant Vice
President / Manager / Other (please specify)

5. Number of employees in your company?

Less than 20 / 21-50 / 50-100 / 101-200 / More than 200

6. How long have you been personally working with a CRM system or equivalent?

Less than 1 year / 1-3 years / 3-5 years / 5-10 years / More than 10 years

7. How long have you been working for this company?

Less than 1 year / 1-3 years / 3-5 years / 5-10 years / More than 10 years

8. How many training days did you have on CRM systems or equivalents in this company in last 3 years?

Less than day / 2-5 days / 5-8 days / More than 8 days

9. How long has your business been supporting by the CRM thus far?

Less than 6 months / 6-12 months / 1-2 years / 2-3 years / More than 3 years

10. In your mind, what is the level of CRM that is being implemented in your company?
Low (Very general/basic CRM activities focused only on those functions that deal directly with the clients).

Medium (Moderately structured CRM activities in some departments of your company).

High (Highly structured CRM activities in throughout the whole company).

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Today, the business environment is transforming from product-centric to customer-centric. Customer Relationship
Management (CRM) as a customer-oriented business approach is considered as one of the powerful capabilities in
organizations. It helps them to transform themselves to a customer-centric environment. The utilization of CRM is
directly related with increase in customer information, which in turn has positive effect on customer satisfaction.

Customer Relationship Management (CRM) is a comprehensive strategy and process of acquiring, retaining, and
partnering with selective customers to create superior value for the company and the customer.

Knowledge Management is the efficient use of knowledge and expertise within an organization. This efficiency can
be achieved by managing of knowledge assets and enhancing of organizational processes and capabilities in creation,
coordination, share and utilization of knowledge.

Organizations can create new ideas and provide improved and new services by help of knowledge management and
the knowledge originated from CRM. The customer knowledge as an integral element of relationship between
Knowledge Management and CRM could help organizations to tailor their products and services and even the entire
relationship with customers to increase customer satisfaction and finally economic profitability.

The purpose of this research is to investigate the Malaysian ICT companies with regards to relationship between
Knowledge Management and Customer Relationship Management and effects of Knowledge Management on
performance of Customer Relationship Management.

This questionnaire consists of five sections on the individual demographic characteristics and various questions
related to Knowledge Management and Customer Relationship Management in your organization.

I hereby assure you that the responses collected from this survey will be kept confidential. If you need any
clarifications or, if you have any recommendations, please feel free to contact me at the listed address and
telephone number.

Thank you very much for your participation and co-operation.

Hadi Nejatian

Email: h.nejatian@gmail.com H/P: (+6) 017 226 80 84

A. BUSINESS DETAILS

Please tick the box that corresponds to your answer to each question.

1. Is your company an MSC status company?

Yes / No

2. Your Position

Senior Executive / Manager / General Manager / Managing Director

3. Your Department

Please Specify here:

4. Nature of business:

Please Specify here:

5. Number of years of operation in Malaysia:

5 years and below / 16 – 20 years / 6 – 10 years / 21 – 25 years / 11 – 15 years / 26 years and above

6. Please indicate the total number of employees in your organization as at 31 December 2008:

1 – 50 / 51 – 100 / 100 – 150 / 151 and above / 101 – 150

EFFECT OF KNOWLEDGE MANAGEMENT ON CRM PERFORMANCE

Does your organization’s customer relationship management achieve any enhancement or improvements after the
implementation of the factors above, in terms of:

(Please tick in the boxes you feel it has an effect, you can choose more than one factor or multiple ones or you can
chose the one with the most effect than other factors)

E.g.: Yes, Increase in Customer satisfaction / Yes, Improvements in Customer Satisfaction / Yes, Agree on All Aspects /
Yes, Agree on All aspects, especially customer satisfaction / Only on Customer Satisfaction

2) Customer Perspectives such as (please elaborate):

a. Increase in customer retention.

b. Higher cross-selling revenues.

c. Improvement in the customer satisfaction.

3) Internal Process Perspective such as (please elaborate):

a. Improvement in customer segmentation and differentiation.

b. Creating better customer relationship programs.

c. Creating better targeted products, services, marketing programs.

d. Improvement in efficiency and productivity in activities related to sales, marketing and customer support.

e. Shorter organizational sales, marketing, customer support, and service cycle due to improved employee
productivity.

f. Improvement in communication between company and customers.

4) Innovation and Learning Perspective such as (please elaborate):

a. Improvement in the level of understanding on customers and their needs.

b. Improvement in the methods of product development.

c. Innovative customization of existing products which mirrors customers’ needs.

d. Creating of new innovative products.

e. Improvement in the level of product and service quality.