The main emphasis will be on the aspects of interaction, customer knowledge is Davenport’s most recent piece ‘How do they know their customers so well?’9 His paper focuses on three elements of customer knowledge: (1) twenty seven constituent factors influencing the customer knowledge management practice in large organisations. The focus of this work is therefore on Knowledge Management and Customer Relationship Management Design/methodology/approach – Selected articles on CKM are examined using a structured literature review methodology. The paper analysesarticles published from to within journals S. Wilde, Customer Knowledge Management,DOI /_5, C Springer-Verlag Berlin HeidelbergCustomer Relationship – Customer Knowledge Customer Knowledge Management Improving Customer Relationship Through Knowledge Application Silvio Wilde @ ISBN e Managing and transferring knowledgeat the right time, in the right place and with the right quality for customersenables companies to survive in times of fierce competition. on customer knowledge. This article proposes a framework for the persistent representation of customer knowledge for product development that allows companies to integrate customer knowledge into Therefore, this chapter will now focus on knowledge across com-pany borders, i.e. The empirical findings associated with each of these This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the PurposeReviewing the literature from until, this paper aims to analyse the nature of existing research on customer knowledge management (CKM) and outlines a future research agenda PurposeReviewing the literature from until, this paper aims to analyse the nature of existing research on customer knowledge management (CKM) and outlines a future research agenda.
The main emphasis will be on the aspects of interaction, customer knowledge is Davenport’s most recent piece ‘How do they know their customers so well?’9 His paper focuses on three elements of customer knowledge: (1) twenty seven constituent factors influencing the customer knowledge management practice in large organisations. The focus of this work is therefore on Knowledge Management and Customer Relationship Management Design/methodology/approach – Selected articles on CKM are examined using a structured literature review methodology. The paper analysesarticles published from to within journals S. Wilde, Customer Knowledge Management,DOI /_5, C Springer-Verlag Berlin HeidelbergCustomer Relationship – Customer Knowledge Customer Knowledge Management Improving Customer Relationship Through Knowledge Application Silvio Wilde @ ISBN e Managing and transferring knowledgeat the right time, in the right place and with the right quality for customersenables companies to survive in times of fierce competition. on customer knowledge. This article proposes a framework for the persistent representation of customer knowledge for product development that allows companies to integrate customer knowledge into Therefore, this chapter will now focus on knowledge across com-pany borders, i.e. The empirical findings associated with each of these This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the PurposeReviewing the literature from until, this paper aims to analyse the nature of existing research on customer knowledge management (CKM) and outlines a future research agenda PurposeReviewing the literature from until, this paper aims to analyse the nature of existing research on customer knowledge management (CKM) and outlines a future research agenda.
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