Following a service orientation paradigm, value is no longer restricted to product functionalities. Value is in particular based on co-creation with customers, making use of their experiences and leading to so-called integrated solutions. The longitudinal view on relationships with customers requires networked collaboration of multiple partners with their mutual customers within the context of ...

In today’s digital economy, knowledge is regarded as an asset, and the implementation of knowledge management supports a company in developing innovative products and making critical management strategic decisions. Product innovation must link technological competence such as engineering and process know-how with knowledge about the customer, so that the product will meet the customers’ needs, ...

The present research is designed to gain a deeper understanding of Customer Knowledge Management (CKM) tools inside the e-commerce context. The relationship between the CKM literature and the e-commerce literature is evaluated through several user characteristics such as risk preference, Internet preference and Internet knowledge and their impact on customers’ online perceived risk and purchase...

This study examines Customer Knowledge Management (CKM) on innovation capability and business performance in Micro, Small, Medium Enterprises (UMKM) Malang. CKM emerged as an important dan effective system to improve capabilities company performance. However, the role of is not recognized well by company. The research method used a quantitative explanatory approach. Data collection was collecte...

Purpose – Processes in customer relationship management (CRM) are classified as knowledge-intensive processes. This paper seeks to provide a framework for knowledge management (KM) support of CRM processes and to show how this framework was applied in three action research cases. Design/methodology/approach – In a long-term cooperation with several leading companies the authors developed a fram...

Customer knowledge is one of the most important knowledge bases for an organisation. Organisations need a simple framework for integrating customer knowledge management processes. The article starts by examining the two key disciplinary and process contributions from knowledge management (KM) and customer relationship management (CRM). In the context of KM the need to integrate data, informatio...

Aplikasi pedulilindungi merupakan aplikasi yang dikembangkan oleh Pemerintah Indonesia – Kemenkes dalam menekan dan mengurangi tingkat penyebaran COVID19. Banyaknya masukan ulasan cenderung bersifat .kritik terhadap tersebut di Google Play Store, membuat penulis tertarik untuk melakukan penelitian dengan review sisi konten/informasi, layout fitur tambahan tersebut, menggunakan metode pendekatan...

Perkembangan teknologi yang sangat pesat memberikan banyak kemudahan pada berbagai lini kegiatan bisnis. secara umum permasalahan dialami perusahaan adalah tinggi nya biaya logistik. Proses logistik hanya melakukan satu perjalanan dalam transportasi barang mengakibatkan tidak efisien. Aplikasi Logistik “X”adalah solusi digital terintegrasi nilai tambah bagi perusahaan. kondisi aplikasi X saat i...