... risk of being left behind.Simply, CRM is a high-tech way of gathering mou-ntains of information about customers, then usingit to make customers happy—or at least a source of more business. ... knowledge, particularly in the context of marketing decisions. While KM systems manage an organization’s knowledge throughthe process of creating, structuring, disseminating and applying knowledge to ... description of each of the capabilities is pro-vided below.Presentation involves personalizing both theaccess to and displaying of the results of user inter-actions with the system. It is designed...