GIBBERT, Michael <br/><br/>
Five styles of customer knowledge managemetn, and how smart companies use them to create value 

 -  2002 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Knowledge Management<br/>Customer Relationship Management<br/>Customer Knowledge Management<br/>Resource Based View<br/>Strategy Process<br/>Value Creation