Abstract
What do our customers know? This is the fundamental question in customer knowledge management (CKM), which emerged during the first decade of 21st century as the corporations’ main advantage in making co-creation value. In this study, we explain why CKM is important, how it could have an impact on loyalty, and its influence on making co-creation value. We will describe the main concepts related to the topic and how to gain data that are useful in CKM process. At the end of the article, we illustrate a conceptual framework of CKM process and describe the components. In addition, we offer ways of increasing customer’s knowledge quality that we call mass public education.
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