Five styles of customer knowledge managemetn, and how smart companies use them to create value
By: GIBBERT, Michael
.
Contributor(s): LEIBOLD, Marius | PROBST, Gilbert.
Material type: 
ArticlePublisher: 2002Subject(s): Knowledge Management | Customer Relationship Management | Customer Knowledge Management | Resource Based View | Strategy Process | Value CreationEuropean Management Journal 20, 5, p. 459-469Abstract: Corporations are beginning to realize that the proverbial `if we only knew what we know' also include `if we only knew what our customers know'. The authors discuss the concept of Customer Knowledge Managemetn (CKM), whichj refers to the management of knowledge from customers, i.e. knowledge resident is customers. CKM is contrasted with knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Five styles of CKM are proposed and practically illustrated by way of corporate examples. Implications are discussed for knowledge management, the resource based view, and strategy process research
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
Corporations are beginning to realize that the proverbial `if we only knew what we know' also include `if we only knew what our customers know'. The authors discuss the concept of Customer Knowledge Managemetn (CKM), whichj refers to the management of knowledge from customers, i.e. knowledge resident is customers. CKM is contrasted with knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Five styles of CKM are proposed and practically illustrated by way of corporate examples. Implications are discussed for knowledge management, the resource based view, and strategy process research
Click on an image to view it in the image viewer
There are no comments for this item.