Customer knowledge management and condition analysis of successful CKM implementation

@article{Feng2005CustomerKM,
  title={Customer knowledge management and condition analysis of successful CKM implementation},
  author={Tian-Xue Feng and Jin-xin Tian},
  journal={2005 International Conference on Machine Learning and Cybernetics},
  year={2005},
  volume={4},
  pages={2239-2244 Vol. 4}
}
This paper analyzes the inherent relationship between customer knowledge management (CKM) and customer relationship management (CRM) by setting up the model of the logical relation among customer relationship, customer value and customer knowledge. Customer knowledge is classified from the angle of an enterprise and a hierarchical model is set up according to the hierarchical classification of CKM. With most Chinese business enterprises as the "obtaining actively" layer, a research is made on… CONTINUE READING

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