Customer Knowledge Management Competence: Towards a Theoretical Framework

Customer knowledge has been increasingly recognized as a key strategic resource in any company's success. Recent studies conducted in the fields of Knowledge Management and Customer Relationship Management have proposed that the two approaches can have great synergies. In this paper, our purpos...

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Bibliographic Details
Main Authors: Rollins, M., Halinen, A.
Format: Conference Proceeding
Language:English
Subjects:
Companies
Customer relationship management
Data analysis
Innovation management
Knowledge management
Marketing management
Research and development
Research and development management
Resource management
Technological innovation
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Summary:Customer knowledge has been increasingly recognized as a key strategic resource in any company's success. Recent studies conducted in the fields of Knowledge Management and Customer Relationship Management have proposed that the two approaches can have great synergies. In this paper, our purpose is to provide an understanding of Customer Knowledge Management (CKM) as an integrated management approach and competence it requires. We describe CKM as an ongoing process of generating, disseminating and using customer knowledge within an organization and between an organization and its customers. In addition, we propose a tentative theoretical framework of CKM competence, i.e., the ability to integrate customer knowledge into customer relationship management processes.
ISSN:1530-1605
2572-6862
DOI:10.1109/HICSS.2005.180