modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. indisputably, knowledge management (km) plays a key role in the success of customer relationship management (crm). in this regard, customer knowledge management (ckm) is a newly developed concept that ...

customer knowledge management (ckm) has been a subject of much attention in recent years. the attractiveness of this subject is the result of its benefits for organizations; but despite the benefits of ckm implementation, many projects aimed at implementing ckm in organizations fail due to companies’ negligence with respect to its implementation factors. meanwile the majority of organizations u...

Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that ...

the present research is conducted to show that organizations can use wiki to attract customers' purchase intention inside the e-commerce context. considering the relation between wiki and ecommerce for crm, this research tries to explore the characteristics such as perceived risk, customer experience, knowledge sharing culture, trust and knowledge sharing in wiki tool impact on purchase in...

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...

While Customer Relationship Management (CRM) refers to building strategies and tools for managing relationships with customers, Customer Knowledge Management (CKM) refers to strategies that help companies derive valuable insights about customers that get stored in the form of customer data / information to be shared across the value chain, which when preserved would become a knowledge repositor...

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business capability. We extend the notion of CKM capability to a PSS value network, defining it as a valu...

According to the knowledge-based perspective of the firm and as a result of the shift from industrial to knowledge revolution, knowledge is an important asset that can be used as a tool to achieve a firm’s strategic goals in an effective way in order to achieve sustainability, competitive advantage, and other long-term benefits. On the other hand, the adoption of the “customer is the king/queen...

The nature and quality of a firm’s dialogue with its customers is a core capability. Few firms are able to manage this dialogue effectively and use what they know to add more value for customers and ultimately improve firm performance. Knowledge management (KM) functions are therefore being asked how their expertise can help companies do a better job in this area. This paper examines the wide v...