How Knowledge Management Process Influences Customer Knowledge Management Performance: An Empirical Study Based on Balanced Score Card of Manager's Opinions

Abstract

Lacking of effective customer knowledge management and knowledge management process optimization from business practice, corporate customer knowledge management strategy and information management system based on IT have not achieved expected performance. In order to further explore how customer knowledge management process influence customer knowledge… (More)
DOI: 10.1109/BIFE.2012.105

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