中小企业知识管理与客户关系改善的实证研究——以山东省为例

The Empirical Study on Knowledge Management and Customer Relationship of SMEs——Taking Shandong as an Example

面对国际金融危机,争取客户资源是中小企业提高市场竞争力的重要途径。而知识管理是中小企业从内部提升管理能力、改善客户关系管理水平的有效办法。论文试图通过对山东中小企业知识管理与客户关系改善的实证研究,探寻在现阶段条件下,充分利用知识管理的理论和方法,帮助中小企业改善客户关系、提高市场竞争力的途径和方法。

Facing the international financial crisis,seeking for the customer resources is an important way to improve market competitiveness of SMEs.Knowledge management is an important way to enhance management capabilities and customer relationship management of SMEs.The paper attempts to carry out empirical research on Shandong SMEs to improve knowledge management and customer relationship.The paper explores the ways and means that knowledge management theory and method can help SMEs improve customer relationships and enhance the market competitiveness.