scholarly journals MENINGKATKAN CUSTOMER RELATIONSHIP BERDASARKAN ANALISIS CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT (CKM)

2017 ◽  
Vol 2 (2) ◽  
pp. 87
Author(s):  
Robby Andika Kusumajaya
Keyword(s):  
Knowledge Management ◽  
Conceptual Model ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Cronbach Alpha ◽  
Customer Knowledge Management

Persaingan bisnis dalam dunia pendidikan semakin tinggi, mengakibatkan banyak perguruan tinggi yang harus meningkatkan pelayanan guna menjaring konsumen/calon mahasiswa. Salah satu alat yang digunakan untuk menjaring konsumen tersebut adalah media informasi online, biasa disebut website yang mudah untuk di akses dimana saja, kapan saja. Penggunaan fitur-fitur website yang sesuai dengan kebutuhan konsumen menjadi sangat penting, karena dapat menjawab setiap pertanyaan yang dibutuhkan mereka. Pengembangan fitur-fitur ini juga perlu dikembangkan melalui konsep CKM karena lembaga perguruan tinggi dapat mengetahui sejauh mana sebuah website dikatakan sesuai dengan permintaan konsumen, selain itu menjadi sebuah strategi penting dalam meningkatkan mutu dari lembaga itu sendiri. SPSS.19 menjadi satu bagian dalam mengukur tingkat validitas dan reliabilitas pengguna website dengan membagi ada 3 variabel yang diujikan, pertama variabel Acquire, kedua variabel Retain, yang ketiga variabel Expansion. Hasil yang didapatkan melalui uji validasi ada beberapa fitur yang kurang sesuai/valid dengan kebutuhan konsumen terutama pada variabel Acquire, karena nilai r hitung memiliki nilai lebih rendah 0,300 dari r tabel. Selain itu untuk uji reliabilitas diketahui angka cronbach alpha adalah sebesar 0,102 berada pada variabel Retain, jadi angka tersebut (0,102) lebih besar dari nilai minimal srandart cronbach alpha yaitu 0,6. Kesimpulan yang didapatkan bahwa instrumen penelitian pengukuran variabel Retain dapat dikatakan tidak reliabel atau kurang handal. Kesimpulannya adalah dengan penggunaan conceptual model of customer knowledge management (CKM) maka lembaga perguruan tinggi ini dapat meningkatkan kinerja pelayanan secara maksimal. Kata Kunci : CKM, KM, CRM, SPSS 19,  Perguruan Tinggi

scholarly journals ANALISIS USER INTERFACE BERDASARKAN CONCEPTUAL MODEL OF CUSTOMER KNOWLEDGE MANAGEMENT PADA WEBSITE JOGJA DIGITAL VALLEY (JDV)

Respati ◽  
2017 ◽  
Vol 11 (32) ◽  
Author(s):  
Aatha Gilang Saputra ◽  
Hinova Rezha Ulinuha ◽  
Anisah Romdhiyatun Noor
Keyword(s):  
Knowledge Management ◽  
User Interface ◽  
Conceptual Model ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
User Friendly

ABSTRAKUser interface dalam website merupakan aspek penting yang berhubungan langsung kepada pengguna. User interface yang tidak memenuhi kebutuhan dan keinginan pengguna seringkali membuat sebuah website menjadi kurang efektif dan kurang disukai pengguna sehingga website tersebut akan ditinggal oleh pengguna. Website yang baik akan menghadirkan user interface yang user-friendly dan tentu saja memenuhi kebutuhan dan keinginan pengguna dalam berinteraksi sehingga tercapainya tujuan pengguna dalam menggunakan website tersebut. Terdapat beberapa faktor yang mempengaruhi strategi dalam menentukan fitur dalam user interface agar pengguna mencapai tujuannya dan memenuhi kebutuhannya yaitu, Knowledge Management, Customer Relationship Management (CRM) dan Customer Knowledge Management (CKM). Penelitian ini bertujuan untuk memetakan strategi apa saja yang akan dibangun dalam rangka untuk membuat user interface yang akan membuat pengguna maupun calon pengguna website mencapai tujuan atau kebutuhannya. Analisis dalam memetakan strategi tersebut adalah berdasarkan Conceptual Model Of Customer Knowledge Management (CKM). Hasil analisis yang akan dituju setelah memetakan strategi fitur dalam user interface berdasarkan CKM adalah memperbaiki dan merancang user interface pada website Jogja Digital Valley (JDV) agar memenuhi kriteria aspek pada Customer Knowledge Management.Kata Kunci : user interface, website, Customer Knowledge Management (CKM)

Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran

2017 ◽  
Vol 16 (02) ◽  
pp. 1750014
Author(s):  
Behzad Lak ◽  
Jalal Rezaeenour
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Structural Equation ◽  
Service Providers ◽  
Customer Relationship ◽  
Effective Parameters ◽  
Customer Knowledge ◽  
Effective Factors ◽  
Customer Knowledge Management ◽  
Electronic Service

Nowadays, appropriate management strategies and competitive advantage for most organisations need developing an integrative architecture based on customers’ knowledge. One of the most important parts of this architecture is the process of Electronic Customer Relationship Management (ECRM) through social media. This study, shows these four interactions, including ECRM systems, types of customer knowledge, Knowledge Creation Processes and Social Media. In other words, this research examines the effective factors on SCKM framework due to concepts of KM, Knowledge (for/from/about) customer, Customer Knowledge Management (CKM), ECRM and Social Media. This research uses a combination of qualitative and quantitative approaches. First, the conceptual framework has been developed based on the grounded theory method. Then, the extracted model has been examined and confirmed by Structural Equation Modelling (SEM) and Confirmatory Factor Analysis. So, effective factors of Social Customer Knowledge Management (SCKM) among Iranian electronic service providers have been presented. They include effective parameters for determining the level of SCKM acceptance in six main dimensions: Causal Conditions (five effective factors), Phenomenon (one effective factor), Strategies (seven effective factors), Context (three effective factors), Concequences (two effective factors) and Intervening Conditions (four effective factors). The developed model can be used as a scientific, theoretical and fundamental framework for maturity assessment of organisations with the aim of establishing SCKM systems.

Customer Knowledge Management via Social Media: A Case Study of an Indian Retailer

2017 ◽  
Vol 24 (1) ◽  
pp. 39-55 ◽  
Author(s):  
Arunima Kambikanon Valacherry ◽  
Pakkeerappagari Pakkeerappa
Keyword(s):  
Social Media ◽  
Knowledge Management ◽  
Computer Mediated Communication ◽  
Customer Relationship ◽  
Mediated Communication ◽  
Socialization Process ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Computer Mediated

The socialization process in knowledge management (KM) has been in discussion for more than a decade, and most research has focused on socialization among employees in developing organizational knowledge. But this article tries to explore the socialization aspect in customer knowledge management (CKM) in a customer-centric industry, retail using social media. The case study of a leading Indian retailer is implemented using netnography, a research technique that draws data from computer-mediated communication channels. The communications of the retailer to and from customers through Facebook, Twitter and Foursquare are collected, codified and analysed. The findings explored the customer knowledge gaps (CKG) in the social media interactions, based on which a CKG model was developed. The study gives a new insight for retailers which can be used to evaluate their strategies using customer knowledge from social media apart from customer relationship management (CRM) and personal interactions. The information that customers share via social media is substantial and important for organizations like retailers, and it is high time to appropriately value this customer knowledge as it can be effectively used for enhancing future marketing strategies.

Managing Customer Knowledge with Social Software

2010 ◽  
pp. 1046-1053
Author(s):  
Zuopeng (Justin) Zhang
Keyword(s):  
Knowledge Management ◽  
Intellectual Property ◽  
Relationship Management ◽  
Customer Relationship ◽  
Social Software ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
New Directions ◽  
Academic Researchers ◽  
Business Practitioners

The development of Internet technologies and Web 2.0 has created tremendous opportunities for Knowledge Management (KM) (Johnston 2008). Among the new directions of KM, customer knowledge management and social software have gained growing interests from both business practitioners and academic researchers. Customer Knowledge Management (CKM) refers to the management of organizational knowledge residing on the customer side. Different from Customer Relationship Management (CRM) and general KM, CKM assumes the five basic styles: prosumerism, team-based co-learning, mutual innovation, communities of creation, and joint intellectual property (Gibbert, et al. 2002). Approaches in marketing and CRM cannot successfully capture knowledge from customers, so appropriate methods of CKM have to be employed to retrieve and manage customer knowledge (García-Murillo & Annabi, 2002).

Investigation of Customer Knowledge Management

2017 ◽  
Vol 8 (2) ◽  
pp. 12-22 ◽  
Author(s):  
Menatalla Kaoud
Keyword(s):  
Knowledge Management ◽  
Business Processes ◽  
Critical Role ◽  
Knowledge Flows ◽  
Customer Relationship ◽  
Case Study Methodology ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Study Methodology

This article examines the Customer Knowledge Management (CKM) as an integration between the approaches of Knowledge Management (KM) and Customer Relationship Management (CRM). In the context of CRM, three types of knowledge flows play a critical role in the interaction between the organization and its customers: “Knowledge for Customers”, “Knowledge from Customers”, and “Knowledge about Customers”. A central question address here from a resource-based perspective is: How these customer knowledge flows are used through CRM business processes to improve effectiveness? Adopting a case study methodology in a sales outsourcing enterprise, this paper presents an in-depth investigation of Customer Knowledge Management through the CRM business processes. This research will help companies in the implementation of Customer Knowledge Management enabling them to improve their CRM effectiveness.

Managing Customer Knowledge in Service Economy

2014 ◽  
pp. 907-918
Author(s):  
Satyendra C. Pandey ◽  
Mahendra Kumar Shukla ◽  
Upendra K. Maurya
Keyword(s):  
Knowledge Management ◽  
Technological Innovation ◽  
Knowledge Economy ◽  
Customer Relationship ◽  
Service Firms ◽  
Review Of The Literature ◽  
Service Market ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Well Differentiated

In the age of service and knowledge economy, firms have realized that obtaining, managing, and sharing customer knowledge can be a valuable resource to have advantages over their competitors. However, the review of the literature of Customer Knowledge Management (CKM) area suggests that firms often fail in applying the true notion of CKM, thinking it only as a new technological innovation related to IT. Moreover, the terms Knowledge Management (KM), Customer Relationship Management (CRM), and Customer Knowledge Management (CKM) are not well differentiated in the extant academic literature. This chapter aims to present a conceptual differentiation between these terms by analyzing and comparing the various components of KM, CRM, and CKM. The effort has been made in the chapter to map CKM practices in the Indian service market by presenting case studies of two Indian commercial banks. The authors also made an attempt to propose a conceptual framework of CKM, which can be applied in service firms to successfully implement CKM practices in their organizations.

Customer Knowledge Management (CKM)

2015 ◽  
pp. 1-15
Author(s):  
Rawan Khasawneh ◽  
Ameen Alazzam
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Satisfaction Level ◽  
Sustainable Competitive Advantage ◽  
Customer Knowledge ◽  
Knowledge Based ◽  
Customer Knowledge Management ◽  
Future Work

The knowledge-based perspective of the firm implies that knowledge is an important asset that should be utilized effectively in order to achieve sustainable competitive advantage and leverage customer loyalty and satisfaction level. Integrating Customer Relationship Management (CRM) and Knowledge Management (KM) resulted in introducing the concept of Customer Knowledge Management (CKM), which focused on getting the maximum benefits from customer knowledge and providing customers with continuous improvements and customized products and services. This chapter explores customer knowledge management and its general concepts including knowledge and customer relationship management. In addition, it reviews the goal of CKM strategy that targets organizing and integrating customer knowledge in a manner that improves the organization's understanding of how to serve customers by more effectively utilizing the vital relationship between implementing CKM strategy and leveraging customer satisfaction level. Conclusions and proposed future work are stated at the end.

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