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.

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

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

Customer knowledge management competence evaluation of tourism enterprises based on ahp-fuzzy comprehensive evaluation method

2021 ◽  
pp. 1-13
Author(s):  
Guoyi Chen ◽  
Jiansheng Zhang ◽  
Shangmin Zhang ◽  
Bangquan Yan
Keyword(s):  
Knowledge Management ◽  
Evaluation Method ◽  
Comprehensive Evaluation ◽  
Evaluation Model ◽  
Fuzzy Comprehensive Evaluation ◽  
Fuzzy Evaluation ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Factors Influencing ◽  
Tourism Enterprises

With the fierce competition under the background of knowledge-based economy, tourism enterprises are increasingly aware that they must turn their focus from traditional products to customers for the sake of survival and development. Integrating the customer relationship management and knowledge management, the customer knowledge management (CKM) has aroused higher attention from the tourism enterprises. As for how to determine the factors influencing the Customer knowledge management competence (CKMC) of tourism enterprises and their weights, an index system was established for evaluating CKMC of tourism enterprises based on the balanced score card (BSC) and knowledge management process, the weight design and consistency check of the indexes were implemented using the analytic hierarchy process (AHP), and the overall evaluation value and concrete index scores at all levels were obtained via the fuzzy comprehensive evaluation model. In the end, the scientificity and operability of the evaluation model were verified through an empirical analysis of China Youth Travel Service (CYTS). The results show that: (1) The business process, customer communication, system support, and market performance are important level I indexes used to measure the CKMC; (2) The key Level II factors influencing the CKMC of enterprises include customer knowledge sharing mechanism, timeliness of customer communication, degree of importance attached by senior leadership, and customer acquisition rate; (3) The evaluation model based on AHP and fuzzy evaluation method can objectively describe the overall up-to-standard degree of enterprises’ CKMC, and clearly identify the strengths and weaknesses. This research shows that the combination of AHP and fuzzy evaluation-based method is capable of more scientific and complete evaluation of CKMC, compensates for the deficiencies of single evaluation model, and provides a new method for the effective improvement of enterprises’ CKMC.

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