Towards a System for Managing Collaborative Customer Knowledge

The effective and efficient management of explicit customer knowledge is a key factor for gaining competitive advantages in current business environments. For this we consider the importance of customer knowledge in this paper and possibilities to integrate it into company internal processes. Therefore we develop a customer knowledge management system which we consider from an organizational viewpoint and from the technology side. This socio-technical approach will be presented in the next step. We conclude by suggesting specific areas of research which should be considered important for the implementation of this customer knowledge management system in practice and raise some future research questions.