摘要
客户知识成为企业维持持续竞争优势的关键资源。理解客户知识的内涵和关键维度是企业进行客户知识管理的前提和基础,论文结合不同行业企业的实践经验,提出客户知识应包括四个关键维度:用于客户的知识、来自客户的知识、关于客户的知识和共同创造的知识,并针对每个维度分析了企业当前运用的管理方法,基于此,界定了客户知识管理的概念,构建了客户知识管理的过程模型,为企业有效进行客户知识管理提供参考。
Customer knowledge is considered as one of the key strategic resources to gain the competitive advantage for enterprises. Understanding the meaning and the key dimensions of customer knowledge is the foundation to implement customer knowledge management (CKM). Based on the practice from a number of different industries, the paper proposed that customer knowledge should involve four key dimensions: knowledge about customers, knowledge for customers, knowledge from customers and knowledge co-creation. Meanwhile, the approaches to manage every dimension of customer knowledge in the enterprises nowadays are snalysized. And based on this, the definition of CKM is described and the process of CKM is set up. The purpose of the paper is to provide a conceptual framework for understanding and impiementing CKM in organizations to enhance the customer relatioaships.
出处
《技术经济》
2006年第11期83-88,共6页
Journal of Technology Economics
关键词
客户知识管理
客户关系管理
客户价值
customer knowledge management
customer relationship management
customer value