客户知识与开展客户知识管理的组织条件分析

Customer Knowledge and the Organizational Analysis of Customer Knowledge

存在于客户当中的知识是企业最宝贵的客户资产价值之一。国外相关研究表明:通过管理客户知识,公司可以比竞争对手更快、更准地把握市场机会,更好地提升企业核心竞争力,从而更好地为公司、股东、客户创造价值。因此,本文将从企业角度来分析如何管理好客户知识,为企业创造更多价值。

The knowledge that customers have is one of the most valuable customer assets. By managing customer knowledge, companys should grasp the market opportunity more rapidly and more exactly than their competitors,, enhance the company＇ s core competence, thereby they could creat more values for the customers, shareholders, companies. Ac cordlngly, this paper will analyze how to manage customer knowledge to creat more values for companies from the company＇s view.