Knowledge-based capabilities and their impact on performance: a best practice management evaluation

Purpose – It is widely acknowledged that customer relationship management (CRM), market orientation, organizational learning and innovation are the most critical knowledge-based capabilities required to achieve superior performance. The purpose of this paper is to identify management practices that are necessary to develop these capabilities. Design/methodology/approach – The findings of this paper are based on the analysis of a number of best practice case studies that have been published on many subjects, including, for example, strategic marketing, relationship marketing and knowledge management. Findings – Successful companies are configurations of management practices that enable the development of knowledge-based capabilities. This paper identifies the factors that give a firm superior knowledge-based capabilities. Practical implications – The paper provides managers with some insights into how to develop better knowledge-based capabilities. Originality/value – The paper highlights a set of attitudes and practices that are necessary for firm success in today’s competitive environment.