Customer Knowledge Management Process Research Articles

АНАЛИЗ РАЗВИТИЯ ПОТРЕБНОСТЕЙ КЛИЕНТОВ В ПРЕДПРИНИМАТЕЛЬСКИХ СТРУКТУРАХ

The article analyzes the development of customer needs in business structures, which allows you to launch the process of value transformation and creates opportunities for the formation of new management systems. The scientific novelty and practical significance of the work lies in the fact that two concepts are defined: the concept of consumer knowledge and the concept of studying the role of managing this knowledge in predicting changes in their needs. The components of the customer knowledge management process of the business structure are substantiated, and the relationship between the goals, knowledge and types of consumers in it is revealed.

Knowledge Management - a Fostering Tool for Parallel Outlines among Public & Private Sector Banks

In this global Scenario, Banking sector has gone throughdrastictechnological changes. Customer Knowledge plays a crucial role in the banking sector. To achieve the operational efficiency, customer knowledge management (CKM) techniques support the banks to move forward. Banks need a well-organized database to facilitate the availability of information to their customers. Hence focus should be made on CKM practices which include Knowledge Gathering, Storing, Transferring and Utilizing the Customer Knowledge, ideas, information and experiences. Knowledge Gathering includes the study of customers’ priority and needs. Knowledge storing can be done by way of knowledge repository, updating and retrieval of information. Knowledge transferring comprises of providing data to clients regarding new schemes and services. It distributes the knowledge throughout the organization. Knowledge utilizing can be made by way of quick access of knowledge about the customers to meet out their priorities. Thus, the CKM process will enable the banks to maintain better relationship with their customers.

Modeling customer knowledge management to make value co-creation

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.

A Novel Two-Dimension’ Customer Knowledge Analysis Model

Customer knowledge has increasingly importance in customer-oriented enterprise. Customer knowledge management process with models can help managers to identify the real value chain in business process. The purpose of the paper is to develop a tool for classification and processing of customer knowledge from perspective of knowledge management. By review previous customer knowledge management model, this paper proposes a novel two-dimension’ customer knowledge analysis model, which make customer knowledge more understandable and manageable. The two-dimensions are customer's scope and variability. Base on the model, the process strategies for each kind of customer knowledge are given. To verify the effectiveness of this model, a case study was conducted in a hotel and shows the application of the CKM model in customer knowledge management process can lead to increased process performance. This sample analysis model acts as a guide in practice to help enterprise to develop proper methods in customer knowledge system.

Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study

Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company. The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches. Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM. We results are CKM process, CKM competence, CKM outputs. We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.

Inter‐firm customer knowledge sharing in logistics services: an empirical study

PurposeThe purpose of this paper is to examine customer knowledge sharing between a buyer of a logistics service and the logistics service provider (LSP). The authors attempt to fill the gap in current research by investigating inter‐firm customer knowledge sharing.Design/methodology/approachA survey study was conducted. Data were collected from buyers of logistic services. Confirmatory factor analysis and multiple regression were used to analyze data and test hypotheses.FindingsResults suggest that open and fluent communication mediates the relationship between customer knowledge sharing and satisfaction with a logistics service provider. In addition, the close relationship with the logistics service provider is needed to strengthen the relationship between customer knowledge sharing and satisfaction with the logistics service provider.Research limitations/implicationsThis study provided new empirical evidence concerning inter‐firm customer knowledge sharing. The authors suggest that logistic service providers should be incorporated into the customer knowledge management process to ensure open and fluent communication about customers.Practical implicationsThis study provides practical insights for companies that sell logistic services.Originality/valueCustomer knowledge sharing has been largely studied in an intra‐firm context, for instance information sharing between marketing and research and development departments. This research extends the concept of customer knowledge sharing to the inter‐firm context.