In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. Both knowledge management (KM) and customer relationship management emphasize the allocation of resources to business supportive activities to gain competitive advantages. The aim of this study is to inves...

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...

In recent years, companies have integrated their customer relationship management (CRM) and knowledge management (KM) efforts because they realize that KM plays a key role in CRM success. In this article we present the findings of a survey of customer-related KM initiatives’ status quo within organizations as the first step of a two-stage research approach. In a second step we build on the surv...

Corporations are beginning to realize that the proverbial ‘if we only knew what we know’ also includes ‘if we only knew what our customers know.’ The authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics a...

In many instances, customers are seen as one of the key resources for new product development (NPD), as they often have deep product knowledge as well as experience and creativity potential gained by regular product usage. From knowledge management perspective, customers’ input to NPD is manifested in different forms of knowledge. Customers’ input to NPD typically reflects their needs and desir...

With the progress of economic globalization and the coming of knowledge economy, customers have become valuable resources grabbed by enterprises. How to retain old customers and obtain new customers is the main content and purpose of Customer Knowledge Management (CKM). Following the introduction in section 1, we analyze the need for ontology building in implementing CKM strategy considering th...

The concepts of customer relationship management (CRM) and knowledge management (KM) have been recently gaining wide attention in business and academia. Both approaches focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focus on managing the relationship between a company an its current and prospective customer base as a key to success. ...

The paper aim is to investigate how Customer Knowledge Processes used in practice by Jordanian banks to achieve customer knowledge expansion. The empirical study is based on a sample of the data collected from 165 respondents, drawn randomly from six banks. The results show that the seven selected factors (Customer Knowledge Codification, Customer Knowledge Representation, Customer Knowledge Sh...

Services that are delivered over the Internet—e-services— pose unique problems yet offer unprecedented opportunities. In this paper, we classify e-services along the dimensions of their level of digitization and the nature of their target markets (business-to-business, business-toconsumer, consumer-to-consumer). Using the case of application services, we analyze how they differ from traditional...