How to cite this paper
Altwaijri, A & Alhomeda, R. (2025). Strategic planning techniques and tools in business enterprises: A systematic literature analysis.Journal of Project Management, 10(2), 393-402.
Refrences
Abdel-Basset, M., Mohamed, M., & Smarandache, F. (2018). An Extension of Neutrosophic AHP-SWOT Analysis for Strategic Planning and Decision-Making. SYMMETRY-BASEL, 10(4). https://doi-org.sdl.idm.oclc.org/10.3390/sym10040116.
Afonina, A., & Chalupský, V. (2012). The current strategic management tools and techniques: The evidence from Czech Republic. Economics and Management, 17(4), 1535-1544.
Alahmad, Y. Y. (2021). The Relationship between Supply Chain Management Practices and Supply Chain Performance in Saudi Arabian Firms. American Journal of Industrial and Business Management, 11, 42-59.
Alamri, S., Almutiri, N., Ballahmar, H., & Zafar, A. (2016). Strategic information system planning: A case study of a service delivery company. International Advanced Research Journal in Science, Engineering and Technology, 3(5), 78-84.
Aldehayyat, J. S., & Anchor, J. R. (2008) Strategic planning tools and techniques in Jordan: awareness and use. Strate-gic Change, 17(7-8), 281-293.
Aldehayyat, J. S., Al Khattab, A. A., & Anchor, J. R. (2011). The use of strategic planning tools and techniques by hotels in Jordan. Management Research Review, 34(4), 477-490.
Allwood, J. M., Laursen, S. E., Russell, S. N., de Rodríguez, C. M., & Bocken, N. M. P. (2008). An approach to scenario analysis of the sustainability of an industrial sector applied to clothing and textiles in the UK. Journal of Cleaner production, 16(12), 1234-1246.
AL‐Najem, M., Dhakal, H., Labib, A., & Bennett, N. (2013). Lean readiness level within Kuwaiti manufacturing indus-tries. International Journal of Lean Six Sigma, 4(3), 280-320.
Alnawaiseh, M. A. L. I. (2013). The extent of applying strategic management accounting tools in Jordanian banks. International Journal of Business and Management, 8(19), 32-44.
Al-Tit, A., Omri, A., & Euchi, J. (2019). Critical success factors of small and medium-sized enterprises in Saudi Arabia: Insights from sustainability perspective. Administrative Sciences, 9(2), 32.
Arasa, R., & K'Obonyo, P. (2012). The relationship between strategic planning and firm performance. International Journal of Humanities and Social Science, 2(22), 201-213.
Ayhün, S. E. (2019). Strategic management tools: A qualitative research on hotel enterprises. Journal of Current Re-searches on Social Sciences, 9(1), 125-142.
Bagheri, J. (2016). Overlaps between human resources’ strategic planning and strategic management tools in public or-ganizations. Procedia-Social and Behavioral Sciences, 230, 430-438.
Ben Alaya, L. (2016). VSM a p o w e r f u l diagnostic and planning tool for a successful lean implementation: A Tuni-sian case study of an auto parts manufacturing firm. Production Planning & Co n troll, 27(7-8), 563-578.
Benková, E., Gallo, P., Balogová, B., & Mihalčová, B. (2019). Effects of using strategic planning as a managerial tool: A case of industrial companies. Polish Journal of Management Studies, 20(2), 145-160.
Benzaghta, M. A., Elwalda, A., Mousa, M. M., Erkan, I., & Rahman, M. (2021). SWOT analysis applications: An inte-grative literature review. Journal of Global Business Insights, 6(1), 54-72.
Cinquini, L., & Tenucci, A. (2010). Strategic management accounting and business strategy: a loose coupling?. Journal of Accounting & organizational change, 6(2), 228-259.
Clark, D. N. (1997). Strategic management tool usage: a comparative study. Strategic Change,6(7),417–427.
Dincer, O., Tatoglu, E., & Glaister, K. W. (2006). The strategic planning process: Evidence from Turkish firms. Management Research News, 29(4), 206-219.
Efendioglu, A. M., & Karabulut, A. T. (2010). Impact of strategic planning on financial performance of companies in Turkey. International Journal of business and management, 5(4), 3-12
El Baz, J., Laguir, I., Marais, M., & Staglianò, R. (2016). Influence of national institutions on the corporate social re-sponsibility practices of small-and medium-sized enterprises in the food-processing industry: Differences between France and Morocco. Journal of Business Ethics, 134, 117-133.
El Shennawy, M. E., & Ibrahim, A. H. (2020). Exploration Situation of Strategic Management Tools and Techniques in the Context of the Egyptian Construction Industry. International Journal of Engineering Research & Technology (IJERT), 9(9), 1015-1027
Elbanna, S. (2007). The nature and practice of strategic planning in Egypt. Strategic Change, 16(5), 227-243.
Elbanna, S. (2010). Strategic planning in the United Arab Emirates. International Journal of Commerce and Manage-ment, 20(1), 26-40.
El-Garaihy, W. H. (2021). Effectiveness of performance measurement framework on manufacturers supply chain–case of Saudi Arabia. Journal of Facilities Management, 19(2), 174-194.
El-Shobery, M. M., El-Iskandrani, M. A., & Hegazy, M. M. H. (2010). Improving organizational performance of small and medium enterprises in Egypt through promoting the human factors in quality management sys-tems. International Journal of Business and Management, 5(6), 74.
Engert, S., Rauter, R., & Baumgartner, R. J. (2016). Exploring the integration of corporate sustainability into strategic management: A literature review. Journal of Cleaner Production, 112, 2833-2850.
Erbaşı, A., & Ünüvar, Ş. (2012). The levels of using strategic management tools and satisfaction with them: A case of five-star hotels in Turkey. International Journal of Business and Management, 7(20), 71-80.
Gohar, E. A. (2019). Sustainable Balanced Scorecard: A new approach to vision and implementation of a sustainable strategy in Egyptian travel agencies. International Journal of Tourism and Hospitality Management, 2(2), 98-126.
Gunn, R., & Williams, W. (2007). Strategic tools: an empirical investigation into strategy in practice in the UK. Strategic Change, 16(5), 201-216.
Hanifah & Homan, H. S. (2017). Financial performance and SWOT analysis to increase profitability in regional owned enterprise (BUMD) Bekasi City, Indonesia. International Journal of Business, Economics and Law, 13(1), 1-13.
Hristova, S., & Bundaleska, E. (2018). Strategic planning practices and challenges: The case of SMEs in Macedo-nia. Journal of Innovative Business and Management, 10(2), 1-7
Indrani, M. W., Naidoo, M., & Wickremasinghe, G. (2020). Exploring adoption and implementation of strategic man-agement tools and techniques by listed companies in the Sri Lankan context. International Journal of Accounting & Business Finance, 6(1), 106-123.
Islam, M. A. (2017). SWOT Mix and PESTEL Analysis: Effective tools of risk management of leasing companies. The Millennium University Journal, 2(1), 1-18.
Kahveci, T. C., Uygun, Ö., Tekez, E. K., Sevinçli, A., Kılıçarslan, A. G., & Dülger, E. (2012). Evaluation of public stra-tegic planning models for Turkish universities. Procedia-SocialandBehavioralSciences,58,138–148.https://doi-org.sdl.idm.oclc.org/10.1016/j.sbspro.2012.09.987
Kalkan, A., & Bozkurt, Ö. Ç. (2013). The choice and use of strategic planning tools and techniques in Turkish SMEs ac-cording to attitudes of executives. Procedia-Social and Behavioral Sciences, 99, 1016-1025.
Knott, P. (2006). A typology of strategy tool applications. Management Decision, 44(8), 1090-1105.
Lubis, A., Marhayanie, M., & Hasibuan, B. (2019). Developing strategies based on SWOT analysis for SMEs. In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia.
Matook, S., Lasch, R., & Tamaschke, R. (2009). Supplier development with benchmarking as part of a comprehensive supplier risk management framework. International Journal of Operations & Production Management, 29(3), 241-267.
McLellan, J. D. (2014). Management accounting theory and practice: Measuring the gap in United States business-es. Journal of Accounting, Business & Management, 21(1), 53-68.
Mio, C., Panfilo, S., & Blundo, B. (2020). Sustainable development goals and the strategic role of business: A systemat-ic literature review. Business strategy and the environment, 29(8), 3220-3245.
Moustaghfir, K., El Fatihi, S., & Benouarrek, M. (2020). Human resource management practices, entrepreneurial orien-tation and firm performance: what is the link?. Measuring Business Excellence, 24(2), 267-283.
Nakayama, T. (2018). Empirical study on the application of strategic management tools and techniques in Japanese Companies. European Journal of Business and Management, 10(10), 134-143.
Nasri, W. (2011). Competitive intelligence in Tunisian companies. Journal of Enterprise Information Manage-ment, 24(1), 53-67.
Nedelko, Z., Potocan, V., & Dabić, M. (2015). Current and future use of management tools. E+M Ekonomie a Manage-ment, 18(1), 28-45.
Nickols, F. (2016). Strategy, strategic management, strategic planning and strategic thinking. Management Jour-nal, 1(1), 4-7.
Papaioannou, A., Kariofyllas, C., Koronios, K., Kourtesopoulou, A., & Kriemadis, A. (2014). Exploring E-CRM applica-tion: The case of tourism and hospitality industry in Greece. Journal of Regional Socio-Economic Issues (Jrsei), 4(1), 75-84.
Pasanen, M. (2011). Strategic Management Tools and Techniques in SMEs. Society of Interdisciplinary Business Re-search (SIBR), Conference on Interdisciplinary Business Research, June 20, 2011. pp. 1-8.
Puķīte, I., & Geipele, S. (2017). Determining customer satisfaction in the real estate management sector in Riga. Baltic Journal of Real Estate Economics and Construction Management, 5(1), 226-237.
Qehaja, A. B., & Ismajli, H. (2018). Financial analysis as a strategic tool: The case of SMEs in the Republic of Koso-vo. Business: Theory and Practice, 19, 186-194.
Qehaja, B., A., & Kutllovci, E. (2020). Strategy tools in use: New empirical insights from the strategy-as-practice per-spective. Management: Journal of Contemporary Management Issues, 25(1), 145-169.
Qehaja, B., A., Kutllovci, E., & Shiroka Pula, J. (2017). Strategic management tools and techniques usage: a qualitative review. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 65(2), 585-600.
Radev, R. (2014). Price planning process in multi-product companies from fast moving customer goods sec-tor. Economic Alternatives, 1, 42-51.
Rafiki, A., Hidayat, S. E., & Al Abdul Razzaq, D. (2019). CRM and organizational performance: A survey on telecom-munication companies in Kuwait. International Journal of Organizational Analysis, 27(1), 187-205.
Rajasekar, L., & Al Raee, A. (2014). Organizations’ use of strategic planning tools and techniques in the Sultanate of Oman. International Business Research, 7(3), 159 – 177.
Raymond, L., & Bergeron, F. (2008). Enabling the business strategy of SMEs through e‐business capabilities: a strategic alignment perspective. Industrial Management & Data Systems, 108(5), 577-595.
Salaheldin, I., S. (2009). Critical success factors for TQM implementation and their impact on performance of SMEs. International Journal of Productivity and Performance Management, 58(3), 215-237.
Siddique, M. C. (2015). A comparative study of strategic planning practices of SMEs and large‐sized business organiza-tions in emerging economies: The case of UAE. Strategic Change, 24(6), 553-567.
Sohail, M. S. (2009). Marketing strategy, related factors and performance of firms across Saudi Arabia. Journal for In-ternational Business and Entrepreneurship Development, 4(4), 286-301.
Stenfors, S., Tanner, L., & Haapalinna, I. (2004). Executive use of strategy tools: Building shared understanding through boundary objects. Frontiers of E-Business Research, 2004, 635-645.
Suarez, E., Calvo-Mora, A., & Roldán, J. L. (2016). The role of strategic planning in excellence management sys-tems. European Journal of Operational Research, 248(2), 532-542.
Vandersmissen, L., George, B., & Voets, J. (2024). Strategic planning and performance perceptions of managers and cit-izens: Analysing multiple mediations. Public Management Review, 26(2), 514-538.
Webster, J. L., Reif, W. E., & Bracker, J. S. (1989). The manager's guide to strategic planning tools and techniques. Planning review.
Zakhidov, G. (2024). Economic indicators: tools for analyzing market trends and predicting future perfor-mance. International Multidisciplinary Journal of Universal Scientific Prospective, 2(3), 23-29.
Zarine, R., & Saqib, M., (2021). Evaluating customer relationship management (CRM) as a business knowledge and in-telligence management tool. iRASD Journal of Management, 3(2), 171-184.
Afonina, A., & Chalupský, V. (2012). The current strategic management tools and techniques: The evidence from Czech Republic. Economics and Management, 17(4), 1535-1544.
Alahmad, Y. Y. (2021). The Relationship between Supply Chain Management Practices and Supply Chain Performance in Saudi Arabian Firms. American Journal of Industrial and Business Management, 11, 42-59.
Alamri, S., Almutiri, N., Ballahmar, H., & Zafar, A. (2016). Strategic information system planning: A case study of a service delivery company. International Advanced Research Journal in Science, Engineering and Technology, 3(5), 78-84.
Aldehayyat, J. S., & Anchor, J. R. (2008) Strategic planning tools and techniques in Jordan: awareness and use. Strate-gic Change, 17(7-8), 281-293.
Aldehayyat, J. S., Al Khattab, A. A., & Anchor, J. R. (2011). The use of strategic planning tools and techniques by hotels in Jordan. Management Research Review, 34(4), 477-490.
Allwood, J. M., Laursen, S. E., Russell, S. N., de Rodríguez, C. M., & Bocken, N. M. P. (2008). An approach to scenario analysis of the sustainability of an industrial sector applied to clothing and textiles in the UK. Journal of Cleaner production, 16(12), 1234-1246.
AL‐Najem, M., Dhakal, H., Labib, A., & Bennett, N. (2013). Lean readiness level within Kuwaiti manufacturing indus-tries. International Journal of Lean Six Sigma, 4(3), 280-320.
Alnawaiseh, M. A. L. I. (2013). The extent of applying strategic management accounting tools in Jordanian banks. International Journal of Business and Management, 8(19), 32-44.
Al-Tit, A., Omri, A., & Euchi, J. (2019). Critical success factors of small and medium-sized enterprises in Saudi Arabia: Insights from sustainability perspective. Administrative Sciences, 9(2), 32.
Arasa, R., & K'Obonyo, P. (2012). The relationship between strategic planning and firm performance. International Journal of Humanities and Social Science, 2(22), 201-213.
Ayhün, S. E. (2019). Strategic management tools: A qualitative research on hotel enterprises. Journal of Current Re-searches on Social Sciences, 9(1), 125-142.
Bagheri, J. (2016). Overlaps between human resources’ strategic planning and strategic management tools in public or-ganizations. Procedia-Social and Behavioral Sciences, 230, 430-438.
Ben Alaya, L. (2016). VSM a p o w e r f u l diagnostic and planning tool for a successful lean implementation: A Tuni-sian case study of an auto parts manufacturing firm. Production Planning & Co n troll, 27(7-8), 563-578.
Benková, E., Gallo, P., Balogová, B., & Mihalčová, B. (2019). Effects of using strategic planning as a managerial tool: A case of industrial companies. Polish Journal of Management Studies, 20(2), 145-160.
Benzaghta, M. A., Elwalda, A., Mousa, M. M., Erkan, I., & Rahman, M. (2021). SWOT analysis applications: An inte-grative literature review. Journal of Global Business Insights, 6(1), 54-72.
Cinquini, L., & Tenucci, A. (2010). Strategic management accounting and business strategy: a loose coupling?. Journal of Accounting & organizational change, 6(2), 228-259.
Clark, D. N. (1997). Strategic management tool usage: a comparative study. Strategic Change,6(7),417–427.
Dincer, O., Tatoglu, E., & Glaister, K. W. (2006). The strategic planning process: Evidence from Turkish firms. Management Research News, 29(4), 206-219.
Efendioglu, A. M., & Karabulut, A. T. (2010). Impact of strategic planning on financial performance of companies in Turkey. International Journal of business and management, 5(4), 3-12
El Baz, J., Laguir, I., Marais, M., & Staglianò, R. (2016). Influence of national institutions on the corporate social re-sponsibility practices of small-and medium-sized enterprises in the food-processing industry: Differences between France and Morocco. Journal of Business Ethics, 134, 117-133.
El Shennawy, M. E., & Ibrahim, A. H. (2020). Exploration Situation of Strategic Management Tools and Techniques in the Context of the Egyptian Construction Industry. International Journal of Engineering Research & Technology (IJERT), 9(9), 1015-1027
Elbanna, S. (2007). The nature and practice of strategic planning in Egypt. Strategic Change, 16(5), 227-243.
Elbanna, S. (2010). Strategic planning in the United Arab Emirates. International Journal of Commerce and Manage-ment, 20(1), 26-40.
El-Garaihy, W. H. (2021). Effectiveness of performance measurement framework on manufacturers supply chain–case of Saudi Arabia. Journal of Facilities Management, 19(2), 174-194.
El-Shobery, M. M., El-Iskandrani, M. A., & Hegazy, M. M. H. (2010). Improving organizational performance of small and medium enterprises in Egypt through promoting the human factors in quality management sys-tems. International Journal of Business and Management, 5(6), 74.
Engert, S., Rauter, R., & Baumgartner, R. J. (2016). Exploring the integration of corporate sustainability into strategic management: A literature review. Journal of Cleaner Production, 112, 2833-2850.
Erbaşı, A., & Ünüvar, Ş. (2012). The levels of using strategic management tools and satisfaction with them: A case of five-star hotels in Turkey. International Journal of Business and Management, 7(20), 71-80.
Gohar, E. A. (2019). Sustainable Balanced Scorecard: A new approach to vision and implementation of a sustainable strategy in Egyptian travel agencies. International Journal of Tourism and Hospitality Management, 2(2), 98-126.
Gunn, R., & Williams, W. (2007). Strategic tools: an empirical investigation into strategy in practice in the UK. Strategic Change, 16(5), 201-216.
Hanifah & Homan, H. S. (2017). Financial performance and SWOT analysis to increase profitability in regional owned enterprise (BUMD) Bekasi City, Indonesia. International Journal of Business, Economics and Law, 13(1), 1-13.
Hristova, S., & Bundaleska, E. (2018). Strategic planning practices and challenges: The case of SMEs in Macedo-nia. Journal of Innovative Business and Management, 10(2), 1-7
Indrani, M. W., Naidoo, M., & Wickremasinghe, G. (2020). Exploring adoption and implementation of strategic man-agement tools and techniques by listed companies in the Sri Lankan context. International Journal of Accounting & Business Finance, 6(1), 106-123.
Islam, M. A. (2017). SWOT Mix and PESTEL Analysis: Effective tools of risk management of leasing companies. The Millennium University Journal, 2(1), 1-18.
Kahveci, T. C., Uygun, Ö., Tekez, E. K., Sevinçli, A., Kılıçarslan, A. G., & Dülger, E. (2012). Evaluation of public stra-tegic planning models for Turkish universities. Procedia-SocialandBehavioralSciences,58,138–148.https://doi-org.sdl.idm.oclc.org/10.1016/j.sbspro.2012.09.987
Kalkan, A., & Bozkurt, Ö. Ç. (2013). The choice and use of strategic planning tools and techniques in Turkish SMEs ac-cording to attitudes of executives. Procedia-Social and Behavioral Sciences, 99, 1016-1025.
Knott, P. (2006). A typology of strategy tool applications. Management Decision, 44(8), 1090-1105.
Lubis, A., Marhayanie, M., & Hasibuan, B. (2019). Developing strategies based on SWOT analysis for SMEs. In Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018, 8-9 October 2018, Medan, North Sumatra, Indonesia.
Matook, S., Lasch, R., & Tamaschke, R. (2009). Supplier development with benchmarking as part of a comprehensive supplier risk management framework. International Journal of Operations & Production Management, 29(3), 241-267.
McLellan, J. D. (2014). Management accounting theory and practice: Measuring the gap in United States business-es. Journal of Accounting, Business & Management, 21(1), 53-68.
Mio, C., Panfilo, S., & Blundo, B. (2020). Sustainable development goals and the strategic role of business: A systemat-ic literature review. Business strategy and the environment, 29(8), 3220-3245.
Moustaghfir, K., El Fatihi, S., & Benouarrek, M. (2020). Human resource management practices, entrepreneurial orien-tation and firm performance: what is the link?. Measuring Business Excellence, 24(2), 267-283.
Nakayama, T. (2018). Empirical study on the application of strategic management tools and techniques in Japanese Companies. European Journal of Business and Management, 10(10), 134-143.
Nasri, W. (2011). Competitive intelligence in Tunisian companies. Journal of Enterprise Information Manage-ment, 24(1), 53-67.
Nedelko, Z., Potocan, V., & Dabić, M. (2015). Current and future use of management tools. E+M Ekonomie a Manage-ment, 18(1), 28-45.
Nickols, F. (2016). Strategy, strategic management, strategic planning and strategic thinking. Management Jour-nal, 1(1), 4-7.
Papaioannou, A., Kariofyllas, C., Koronios, K., Kourtesopoulou, A., & Kriemadis, A. (2014). Exploring E-CRM applica-tion: The case of tourism and hospitality industry in Greece. Journal of Regional Socio-Economic Issues (Jrsei), 4(1), 75-84.
Pasanen, M. (2011). Strategic Management Tools and Techniques in SMEs. Society of Interdisciplinary Business Re-search (SIBR), Conference on Interdisciplinary Business Research, June 20, 2011. pp. 1-8.
Puķīte, I., & Geipele, S. (2017). Determining customer satisfaction in the real estate management sector in Riga. Baltic Journal of Real Estate Economics and Construction Management, 5(1), 226-237.
Qehaja, A. B., & Ismajli, H. (2018). Financial analysis as a strategic tool: The case of SMEs in the Republic of Koso-vo. Business: Theory and Practice, 19, 186-194.
Qehaja, B., A., & Kutllovci, E. (2020). Strategy tools in use: New empirical insights from the strategy-as-practice per-spective. Management: Journal of Contemporary Management Issues, 25(1), 145-169.
Qehaja, B., A., Kutllovci, E., & Shiroka Pula, J. (2017). Strategic management tools and techniques usage: a qualitative review. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 65(2), 585-600.
Radev, R. (2014). Price planning process in multi-product companies from fast moving customer goods sec-tor. Economic Alternatives, 1, 42-51.
Rafiki, A., Hidayat, S. E., & Al Abdul Razzaq, D. (2019). CRM and organizational performance: A survey on telecom-munication companies in Kuwait. International Journal of Organizational Analysis, 27(1), 187-205.
Rajasekar, L., & Al Raee, A. (2014). Organizations’ use of strategic planning tools and techniques in the Sultanate of Oman. International Business Research, 7(3), 159 – 177.
Raymond, L., & Bergeron, F. (2008). Enabling the business strategy of SMEs through e‐business capabilities: a strategic alignment perspective. Industrial Management & Data Systems, 108(5), 577-595.
Salaheldin, I., S. (2009). Critical success factors for TQM implementation and their impact on performance of SMEs. International Journal of Productivity and Performance Management, 58(3), 215-237.
Siddique, M. C. (2015). A comparative study of strategic planning practices of SMEs and large‐sized business organiza-tions in emerging economies: The case of UAE. Strategic Change, 24(6), 553-567.
Sohail, M. S. (2009). Marketing strategy, related factors and performance of firms across Saudi Arabia. Journal for In-ternational Business and Entrepreneurship Development, 4(4), 286-301.
Stenfors, S., Tanner, L., & Haapalinna, I. (2004). Executive use of strategy tools: Building shared understanding through boundary objects. Frontiers of E-Business Research, 2004, 635-645.
Suarez, E., Calvo-Mora, A., & Roldán, J. L. (2016). The role of strategic planning in excellence management sys-tems. European Journal of Operational Research, 248(2), 532-542.
Vandersmissen, L., George, B., & Voets, J. (2024). Strategic planning and performance perceptions of managers and cit-izens: Analysing multiple mediations. Public Management Review, 26(2), 514-538.
Webster, J. L., Reif, W. E., & Bracker, J. S. (1989). The manager's guide to strategic planning tools and techniques. Planning review.
Zakhidov, G. (2024). Economic indicators: tools for analyzing market trends and predicting future perfor-mance. International Multidisciplinary Journal of Universal Scientific Prospective, 2(3), 23-29.
Zarine, R., & Saqib, M., (2021). Evaluating customer relationship management (CRM) as a business knowledge and in-telligence management tool. iRASD Journal of Management, 3(2), 171-184.