Customer Knowledge Management (CKM) Towards Customer Satisfaction in Delivering Digital Services

2021 ◽  
Author(s):  
Diniha Miskam ◽  
Suraya Miskon ◽  
Norris Syed Abdullah ◽  
Nazmona Mat Ali
Keyword(s):  
Knowledge Management ◽  
Customer Satisfaction ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Digital Services

Customer Satisfaction Model in Nano Food Products Using by Customer Knowledge Management (CKM) Approach

2013 ◽  
Vol 334-335 ◽  
pp. 26-30 ◽  
Author(s):  
A. Farhadyar ◽  
K. Griguryan ◽  
Nazanin Farhadyar ◽  
F. Farhadyar
Keyword(s):  
Knowledge Management ◽  
Customer Satisfaction ◽  
Global Economy ◽  
Major Element ◽  
Customer Knowledge ◽  
Product Usage ◽  
Customer Knowledge Management ◽  
Customer Education ◽  
New Knowledge ◽  
Satisfaction Model

In the emphasis on knowledge as a key competitive factor in the global economy, corporations may be overlooking a major element customer knowledge. Customer knowledge management (CKM) creates new knowledge sharing platforms and processes between companies and their customers. Customer education is one of the best ways of Customer knowledge management. Despite companies growing interest for customer education and the recent awareness in marketing literature of this concept, research on customer education remains relatively scarce. In this research a model which details the relationships between customer education and customer satisfaction was proposed and validated for nanofood product. The existence of two mediating variables was unveiled: product usage and product-usage related knowledge and skills. The experimental fieldwork was conducted in partnership with nanofood companies and their customers. In this research, clear evidence has been provided that customer education positively impacts on customer satisfaction and that specific mechanisms explain such effects.

scholarly journals Penerapan Customer Knowledge Management pada e-commerce Butik Gendis Fashion Muslim

2021 ◽  
Vol 1 (3) ◽  
pp. 131-140
Author(s):  
Nur Chasanah
Keyword(s):  
Knowledge Management ◽  
Customer Satisfaction ◽  
Satisfaction Survey ◽  
Discussion Forums ◽  
Soft System Methodology ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Customer Satisfaction Survey ◽  
System Methodology

Pengetahuan merupakan aset yang penting dalam sebuah organisasi. Dalam kegiatan transaksi bisnis, pengetahuan pelanggan menjadi elemen yang dapat digunakan untuk bersaing dalam dunia bisnis. Semakin banyaknya pelanggan pada butik gendis fashion muslim mengakibatkan pengelola mengalami kesulitan dalam melakukan manajemen pelanggan, sehingga walaupun pelanggan banyak namun tidak memberikan dampak yang signifikan, khususnya dalam pengelolaan pengetahuan pelanggan. Sehingga pada penelitian ini dilakukan implementasi model manajemen pengetahuan pelanggan pada e-commerce Gendis Butik dengan menggunakan pendekatan Soft System Methodology. Langkah-langkah yang dilakukan pada penelitian ini antara lain dengan mengetahui permasalahan, mencari solusi dengan menggambarkan proses transformasi perubahan, menghasilkan dan menerapkan konsep sebagai solusi dan mengimplementasikannya pada butik. Fitur-fitur yang diimplementasikan antara lain Customer Repository, Customer Satisfaction Survey dan Discussion Forums yang dapat dijadikan sebagai media untuk berbagi pengetahuan pelanggan sehingga dapat menghasilkan produk yang sesuai dengan kebutuhan pelanggan dan dapat meningkatkan pemasaran sehingga menjadikan bisnis dapat berjalan lebih efektif dan efisien dalam bersaing di dunia maya.

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

Customer Knowledge Management (CKM) Practices in the Telecommunication Industry in Bangladesh

2017 ◽  
Vol 9 (2) ◽  
pp. 46-70 ◽  
Author(s):  
Mohammad Fateh Ali Khan Panni ◽  
Naimul Hoque
Keyword(s):  
Knowledge Management ◽  
Group Discussion ◽  
Telecommunication Industry ◽  
Telecommunication Sector ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Telecommunication Companies ◽  
Quantitative Results ◽  
Modern Knowledge ◽  
Innovative Concept

Customer Knowledge Management (CKM) has become buzzword in modern knowledge driven society. As an innovative concept the study has attempted to find out the level of orientation of CKM practices in telecommunication sector in a developing country like Bangladesh through data and methodology triangulation approach. In the first phase of the study, quantitative technique has been used where data has been collected from 42 employees from major telecommunication companies such as Grameen Phone (GP), Banglalink, Robi, Airtel and Teletalk. In order to find out the details explanation of the quantitative results, an extensive open-ended survey has been conducted on experienced mid-level employees. In the last phase of the study, a Focus Group Discussion (FGD) was conducted on selected knowledgeable educated customers to cross check the results derived from the corporate people in order to ensure the reliability of the study.

scholarly journals DEVELOPMENT CUSTOMER KNOWLEDGE MANAGEMENT (CKM) MODELS IN PURBALINGGA HOSPITALITY USING SOFT SYSTEMS METHODOLOGY (SSM)

2014 ◽  
Vol 10 (1) ◽  
pp. 1
Author(s):  
Nur Chasanah ◽  
Dana Indra Sensuse ◽  
Jonathan Sofian Lusa
Keyword(s):  
Knowledge Management ◽  
Problem Solving ◽  
National Development ◽  
Soft Systems Methodology ◽  
Systems Methodology ◽  
Soft Systems ◽  
Customer Knowledge ◽  
Existing Problems ◽  
Customer Knowledge Management ◽  
Tourism Sector

Abstract Development of the tourism sector is part of the national development efforts that are being implemented in Indonesia. This research was conducted with the customer to make an overview of knowledge management models to address the existing problems in hospitality in the hospitality Purbalingga as supporting tourism Purbalingga. The model depicts a series of problem-solving activities that result in the hospitality, especially in Purbalingga. This research was action research with methods of Soft Systems Methodology (SSM) with validation using a theoretical approach, expert judgment and user on the object of research. From the research conducted, has produced a model of customer knowledge management in the hospitality tailored to the problems and needs of the hospitality in Purbalingga.

scholarly journals Effects of Customer Knowledge Management on Marketing Management and Results: Case Study in Business Companies, FARS

2020 ◽  
Vol 16 (16) ◽  
Author(s):  
Seyedmohammad Hosseinifard ◽  
Fateme Tohidi ◽  
Hamidreza Abootalebi Jahromi ◽  
Navid Abootalebi Jahromi ◽  
Nakisa Adib ◽  
...  
Keyword(s):  
Knowledge Management ◽  
Marketing Management ◽  
Customer Knowledge ◽  
Customer Knowledge Management
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