Assessing the impact of customer knowledge management on organizational performance

2018 ◽  
Vol 25 (4) ◽  
pp. 268-278 ◽  
Author(s):  
Jafar Danesh Zand ◽  
Abbas Keramati ◽  
Farzaneh Shakouri ◽  
Hamid Noori
Keyword(s):  
Knowledge Management ◽  
Organizational Performance ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
The Impact

scholarly journals Analytical study of the impact of Customer knowledge management on improving the performance of Algerian economic institutions Case Study: Ooredoo Communications

2018 ◽  
Vol 2 (1) ◽  
pp. 1-20
Author(s):  
Abd Elmadjid Chabani ◽  
◽  
Bin Khalifa Ahmad ◽  
Keyword(s):  
Knowledge Management ◽  
Company Performance ◽  
Customer Knowledge ◽  
Management Philosophy ◽  
Customer Knowledge Management ◽  
Degree Of Stability ◽  
High Level ◽  
High Degree ◽  
The Impact ◽  
Telecommunications Company

The study was designed to test the relationship between customer knowledge management and company performance, and then to demonstrate the impact of customer knowledge management philosophy on improving the performance of the company (Ooredoo). The study was conducted using two complementary methods: the first method was a documentary (descriptive) and the performance of the company. The second method was an analytical survey by means of an exploratory study through the questionnaire as a data collection tool. The truth coefficient was measured as a high degree of stability was achieved for a sample of 115 individuals. The data was analyzed using the statistical package (SPSS.V19) and counting tools Vision descriptive. One of the findings is that the National Telecommunications Company of Algeria (Ooredoo) has an average level of customer knowledge management and a high level of performance compared to its competitors. There is a statistically significant impact of customer knowledge management on the performance of the National Telecommunications Company Algeria (Ooredoo). This is based on the dimensions adopted in the study model.

Examining the linkage among open innovation, customer knowledge management and radical innovation

2018 ◽  
Vol 13 (3) ◽  
pp. 368-389 ◽  
Author(s):  
Xin Wang ◽  
Ming Xu
Keyword(s):  
Knowledge Management ◽  
Organizational Learning ◽  
Open Innovation ◽  
Radical Innovation ◽  
Learning Ability ◽  
Customer Knowledge ◽  
Content Type ◽  
Innovation Activities ◽  
Customer Knowledge Management ◽  
The Impact

Purpose The purpose of this paper is to propose a research model exploring the link between open innovation, customer knowledge management and radical innovation. It seeks to answer these research questions: is there any difference among the effects of different types of open innovation activities on radical innovation? How does the organizational learning ability influence the impact of customer knowledge management on radical innovation? Design/methodology/approach The paper is based on the data collected from a sample of 165 modern service enterprises located in the Yangtze River Delta region. The authors conducted a structural equation modeling analysis using SPSS and MPLUS to test the proposed hypotheses. Findings The results showed that different kinds of open innovation activities had different impacts on the path to radical innovation. Inbound open innovation activities directly influenced radical innovation while the effect of outbound open innovation activities on radical innovation combined with the organizational exploitative learning ability is indirect. Similarly, the empirical results also proved that customer knowledge management had an indirect effect on radical innovation through the organizational learning ability, and the influence of the exploratory learning ability was more prominent. Originality/value Under the background of the national innovation driven by the development strategy, this paper studies the impact mechanism of radical innovation from the perspectives of open innovation and customer knowledge management. Therefore, it is suggested that the enterprise should adopt open innovation activities to foster innovation performance, formulate a customer-oriented innovation strategy and invest information and communication technologies to enhance the organizational learning ability of the enterprise.

scholarly journals Analytical study of the impact of Customer knowledge management on improving the performance of Algerian economic institutions Case Study: Ooredoo Communications

2017 ◽  
pp. 1-20
Author(s):  
Abd Elmadjid Chabani ◽  
◽  
Bin Khalifa Ahmad ◽  
Keyword(s):  
Knowledge Management ◽  
Company Performance ◽  
Customer Knowledge ◽  
Management Philosophy ◽  
Customer Knowledge Management ◽  
Degree Of Stability ◽  
High Level ◽  
High Degree ◽  
The Impact ◽  
Telecommunications Company

The study was designed to test the relationship between customer knowledge management and company performance, and then to demonstrate the impact of customer knowledge management philosophy on improving the performance of the company (Ooredoo). The study was conducted using two complementary methods: the first method was a documentary (descriptive) and the performance of the company. The second method was an analytical survey by means of an exploratory study through the questionnaire as a data collection tool. The truth coefficient was measured as a high degree of stability was achieved for a sample of 115 individuals. The data was analyzed using the statistical package (SPSS.V19) and counting tools Vision descriptive. One of the findings is that the National Telecommunications Company of Algeria (Ooredoo) has an average level of customer knowledge management and a high level of performance compared to its competitors. There is a statistically significant impact of customer knowledge management on the performance of the National Telecommunications Company Algeria (Ooredoo). This is based on the dimensions adopted in the study model.

scholarly journals Assumptions of Customer Knowledge Enablement in the Open Innovation Process

2017 ◽  
Vol 31 (1) ◽  
pp. 55-69 ◽  
Author(s):  
Raminta Jokubauskienė ◽  
Rimgailė Vaitkienė
Keyword(s):  
Knowledge Management ◽  
Open Innovation ◽  
Scientific Literature ◽  
Effective Means ◽  
Innovation Process ◽  
Customer Knowledge ◽  
Innovation Activities ◽  
Customer Knowledge Management ◽  
New Knowledge ◽  
The Impact

Abstract In the scientific literature, open innovation is one of the most effective means to innovate and gain a competitive advantage. In practice, there is a variety of open innovation activities, but, nevertheless, customers stand as the cornerstone in this area, since the customers’ knowledge is one of the most important sources of new knowledge and ideas. Evaluating the context where are the interactions of open innovation and customer knowledge enablement, it is necessary to take into account the importance of customer knowledge management. Increasingly it is highlighted that customers’ knowledge management facilitates the creation of innovations. However, it should be an examination of other factors that influence the open innovation, and, at the same time, customers’ knowledge management. This article presents a theoretical model, which reveals the assumptions of open innovation process and the impact on the firm’s performance.

scholarly journals Measuring productivity of customer knowledge management in projects

2013 ◽  
pp. 186-204 ◽  
Keyword(s):  
Knowledge Management ◽  
Project Management ◽  
International Business ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Measurement Framework ◽  
The Impact

Projects is one of the dominating modes of international business today. Companies interact with their customers in projects for a certain period. To explore the impact of customer knowledge management in such interactions, this paper promotes a measurement framework that can be used to measure the productivity of customer knowledge management. The measures are developed based on previous studies on customer knowledge management and project management. To verify the measures, this study conducted a survey involving 24 projects. The results of the study provide some insights into the impact of customer knowledge management in interactions between companies and their customers through projects.

The impact of customer knowledge management, TQM and marketing capabilities on product innovation performance of Malaysian SMEs: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Maha Mohammed Yusr ◽  
Sany Sanuri Mohd Mokhtar ◽  
Selvan Perumal ◽  
Maruf Gbadebo Salimon
Keyword(s):  
Knowledge Management ◽  
Product Innovation ◽  
Small And Medium Enterprises ◽  
Innovation Performance ◽  
Marketing Capabilities ◽  
Total Quality ◽  
Customer Knowledge ◽  
Content Type ◽  
Customer Knowledge Management ◽  
The Impact

Purpose Several strategies and processes can help companies to enhance the success rate of new products. This study aims to identify a few strategies for that purpose represented by total quality management (TQM) practices, building knowledge and capabilities. Moreover, the current paper discusses the role of applying TQM practices and customer knowledge management in developing the marketing capabilities of the organizations. Design/methodology/approach This study is a quantitative approach where the data collected from 141 manufacturing small and medium enterprises operating in Malaysia and partial least squares technique was used to test the hypotheses. Findings The findings of this study highly support all the proposed hypotheses and establish marketing capabilities as a facilitator in the relationship between TQM practices, customer knowledge management and product innovation performance. However, customer knowledge management and TQM were found not to have an impact on product innovation performance. Originality/value The introduced model contributes to enhancing the understanding of the impact of customer knowledge on the success of product innovation performance. The model further includes TQM as a process that helps the organization get customer satisfaction information. The incorporation of these two processes will support the organization’s capabilities in the innovation field.

ZAGROŻENIA DLA BEZPIECZEŃSTWA WIEDZY W RAMACH ZARZĄDZANIA WIEDZĄ KLIENTA

2018 ◽  
pp. 21-28
Author(s):  
Bogusz Mikuła ◽  
Tomasz Stefaniuk
Keyword(s):  
Knowledge Management ◽  
Customer Knowledge ◽  
Customer Knowledge Management

Artykuł podejmuje tematykę zagrożeń dla bezpieczeństwa wiedzy występujących podczas realizacji customer knowledge management (CKM). Ta nowoczesna metoda pozyskiwania wiedzy pozwala wykorzystać potencjał twórczy klientów, gdyż w porównaniu do klasycznego CRM koncentruje się na wiedzy będącej w posiadaniu klienta i jego potencjale do jej wykorzystania w procesie kreowania nowej wiedzy. Niestety, praca z zasobami wiedzy w ramach CKM i wykorzystanie techniki komputerowej w procesach objętych CKM niesie wiele zagrożeń dla przedsiębiorstwa i jego klientów. Zagrożenia dla bezpieczeństwa zasobów wiedzy wynikają już z samego faktu realizacji poszczególnych procesów w ramach CKM (pozyskania wiedzy o kliencie, pozyskania wiedzy od klienta, kreowania wiedzy z klientem, czy przekazania wiedzy klientowi). Także stosowane w ramach CKM narzędzia teleinformatyczne oraz korzystania ze środowiska sieciowego niosą ze sobą większe lub mniejsze możliwości zaistnienia incydentów zagrażających bezpieczeństwu zasobów wiedzy

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