How Knowledge Management Process Influences Customer Knowledge Management Performance: An Empirical Study Based on Balanced Score Card of Manager's Opinions

Abstract

Lacking of effective customer knowledge management and knowledge management process optimization from business practice, corporate customer knowledge management strategy and information management system based on IT have not achieved expected performance. In order to further explore how customer knowledge management process influence customer knowledge management performance, and after having defined customer knowledge management process and having established an evaluation system of customer knowledge management by balanced score card, this paper empirically tested, by way of statistical analysis, the influence relation of customer knowledge management process on customer knowledge management performance and its components. The empirical results show that, scientific customer knowledge management process exerts significant influences on the improvement of customer knowledge management performance, and have remarkable influences on corporate performance of learning and growth.