The Role of Information Technology Knowledge in B2B Development Blanca Hernández Ortega University of Zaragoza, Spain Julio Jiménez Martínez University of Zaragoza, Spain Mª José Martín De Hoyos University of Zaragoza, Spain AbstrAct The objective of this work is to analyse the impor- tance of frms’ previous experience with different information technologies (Internet, electronic data interchange (EDI)) in their implementation of e-Customer Relationship Management (e-CRM) and B2B. Moreover, we also study the role of e- CRM in B2B development. The results show that experience with systems such as EDI or Internet has a direct infuence on the use of e-CRM. There is also a direct and positive transmission of knowledge from e-CRM to B2B, though the former has not been adopted intensively by frms yet. Companies should be aware of the interrela- tions that exist between the different informa- tion technologies. The knowledge accumulated from using a technological innovation can be considered an important aspect of organisational knowledge, which allows frms to obtain a number of benefts as a result of applying systems that are complementary. IntroductIon There has been an interesting debate in the litera- ture in recent years about the relationship between the implementation of information technologies (IT) and effciency, whether in the frm or in the economy in general. On the one hand, some researchers consider that IT does not positively impact on frms’ productivity. This point of view is supported by Carr (2003), who considers that the strategic importance of IT has diminished; indeed, Nobel Prize winner Solow (1987) asserts “you can see the computer age everywhere these days, except in the productivity statistics” (p. 36). On the other hand, other works regard informa- tion technology as a resource which frms use Chapter 5.7 1502 Copyright © 2010, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.