The importance of Customer Relationship Management(CRM) to firms in exceedingly competitive environments where customers have an increasing array of access to information cannot be overstated. There has been a resurgence in interest in CRM, specifically real-time CRM, as more data about customer behavior and means to processing these data to generate actionable policies become available. Recent years have also seen the emergence of Radio-Frequency Identification (RFID) tags in a wide variety of applications where item-level information can be beneficially leveraged to provide competitive advantage. We provide an overview of existing literature in this are and then propose a knowledge-based framework for real-time CRM incorporating RFID-generated data. We discuss possible scenarios where such a framework could be utilized.
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