scholarly journals MATURITY ASSESSMENT OF SOCIAL CUSTOMER KNOWLEDGE MANAGEMENT (SCKM) USING FUZZY EXPERT SYSTEM

2018 ◽  
Vol 19 (1) ◽  
pp. 192-212 ◽  
Author(s):  
Behzad LAK ◽  
Jalal REZAEENOUR
Keyword(s):  
Knowledge Management ◽  
Expert System ◽  
Fuzzy Expert System ◽  
Clear Understanding ◽  
Maturity Model ◽  
Customer Knowledge ◽  
Management Culture ◽  
Customer Knowledge Management ◽  
Maturity Assessment ◽  
Depth Analysis

Organizations which provide electronic services do not have a logically structured strategy for implementing Customer Knowledge Management through Social media (SCKM). By assessing the position of SCKM, organizations can have a clear understanding of their maturity level and find their future investment interests. This research examined the maturity assessment of SCKM utilizing a fuzzy expert system. It consisted of a-four-stage procedure. The maturity model is based on 11 critical success factors, including strategy, leadership, information technology, knowledge management, culture, process, resources, business intelligence, security, social customer, and assessment. Results showed that the studied organization has covered 48.2% of maturity on the first level and 51.8% on the second level. Thus, to increase productivity, it is indispensable for organizations to act in a targeted way. The fuzzy expert system is not designed specifically for a case study, but can be utilized as a reference for in-depth analysis of the organizational readiness for SCKM implementation and development within organizations, which provide e-services applications.

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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