CKM中交互客户知识的获取研究

Research on Interactive Customer Knowledge Acquisition in CKM

客户知识管理是运用知识管理的方法和模型对客户关系进行管理的先进思想和模式,它将客户知识作为企业的核心资产,将客户作为企业价值的共同创造者。客户知识管理的过程主要包括:知识的获取、共享、利用和创新等,而客户知识的获取则是客户知识管理的重要开端。本文从客户知识的定义和分类入手,重点讨论了交互客户知识的特征及其获取过程。

Customer knowledge management is the application of knowledge management methods and models of customer relationship management,advanced ideas and models;it will take customer knowledge as the core and co-creators of enterprises.Customer knowledge management process include：knowledge acquisition,sharing,use and innovation,and customer knowledge acquisition is an important beginning customer knowledge management.Started from the definition and classification of customer knowledge,this article discussed the characteristics of the interactive customer knowledge acquisition process.