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himanshu dutt knowledge management india indraprastha university ggsipu marketing management research notes ipu km indian channels non-verbal communication elements design flexibility indian banks commercial banks phd 2013 marketing mba syllabus guru gobind singh indraprastha university commercial knowledge orientation presentation knowledge lifecycle banks measure knowledge value bank research paper academic paper springer flexibility of crm design flexibility of crm users flexible systems management crm research crm solution glogift himanshudutt flexible crm crm design customer relationship management flexibility management crm flexibility capstone digital marketing university of illinois variables shaping culture challenges types technology enabled business communication importance business communication functions strategies effective communication nature cross cultural communication benefits process