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.

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.

Digital Transformation in Marketing through a Customer Knowledge Management Approach for Startups and SMEs: An EdTech Startup Case Study

2022 ◽  
Vol 13 (1) ◽  
pp. 25-31
Author(s):  
M. Kaoud ◽  
◽  
N. A. El Dine
Keyword(s):  
Knowledge Management ◽  
Organizational Factors ◽  
Digital Transformation ◽  
Limited Resources ◽  
Management Approach ◽  
Full Potential ◽  
Case Study Methodology ◽  
Customer Knowledge ◽  
Customer Knowledge Management

Technologies are transforming marketing organizations; and exploiting the full potential of this transformation is one of the key challenges for startups and Small and Medium Enterprises (SMEs) requiring a holistic management approach towards Knowledge Management (KM) in the digital context. This paper addresses a central question from a resource-based perspective: how startups and SMEs with inadequate capabilities and limited resources drive digital transformation in marketing? Customer Knowledge Management (CKM) which integrates approaches from Knowledge Management and Customer Relationship Management (CRM) can play an important role towards this goal. This paper examines the evolving role of data sciences in relation to marketing for effective Customer Knowledge Management in startups and SMEs. Adopting a case study methodology in EdTech startup based in Egypt, this paper suggests technological tools that help startups and SMEs with limited resources and capabilities take advantage of data sciences in relation to marketing and extract valuable customer knowledge to improve CRM effectiveness. The case study also sheds some light on the relevant organizational factors that could help such organizations align the CRM business processes with IT infrastructure. This research provides some guidance, from an organizational perspective, to startups and SMEs in their digital transformation in marketing.

scholarly journals Customer Relationship management and knowledge Management enhancing on innovation Competence: Case Study

2014 ◽  
Vol 10 (1) ◽  
pp. 1784-1800
Author(s):  
Ming Li
Keyword(s):  
Knowledge Management ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Knowledge ◽  
Customer Knowledge Management ◽  
Management Concepts ◽  
Management Approaches ◽  
Innovation Competence

Customer Relationship management (CRM) oriented knowledge management focus on customer knowledge more valuable to the company.  The integration of customer relationship management and knowledge management concepts on process level are beneficial for both management approaches.  Therefore, the aim of this paper is to examine and elaborate the linking between knowledge management process and customer relationship management to create a customer knowledge management (CKM) model. We need a CKM outputs impacting on business innovation. Under the objective, we studied literatures about CKM.  We results are CKM process, CKM competence, CKM outputs.  We have 12 ways of innovation competence and their corresponding CKM outputs. The implication of Knowledge innovation of Taiwan Semiconductor Manufacturing Companys experience is presented.

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

Blockchain Technology: Opportunities and Challenges for Small and Large Banks During COVID-19

2021 ◽  
pp. 2140001
Author(s):  
Grazia Dicuonzo ◽  
Francesca Donofrio ◽  
Antonio Fusco ◽  
Vittorio Dell’Atti
Keyword(s):  
International Institutions ◽  
Business Processes ◽  
Banking Sector ◽  
New Technologies ◽  
Social Systems ◽  
Emerging Technology ◽  
Case Study Methodology ◽  
Blockchain Technology ◽  
Study Methodology

New technologies are assuming a prominent role in the transformation of economic and social systems and are capturing the interest of many businesses and international institutions. Blockchain is an emerging technology that is relevant in all sectors, as its applications can be adapted to multiple contexts with possible significant advantages for business. The ability to perform transactions without a central entity acting as a trust guarantor, typical of blockchain, offers the opportunity to rethink the way business processes are managed. Based on the case study methodology, this work aims to understand how blockchain could affect the business model in the banking sector and how the COVID-19 pandemic impacts the implementation of blockchain.

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

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