Pattern - Oriented for Improving Organization Customer Relationship

Abstract

Customer Knowledge Management (CKM) provides this opportunity for organizations to be able to diagnose created opportunities in the market and increase their competitive advantage. In this paper we have tried to identify the strengths and weaknesses of after sale service agents for the purpose of gaining satisfaction of current customers by use of data collected from a set of customers of an industrial complex, as well as to assess these companies efficiency and to consider the connection between their competence aspect with service. This result indicates these companies efficiency for providing service to other customers and this procedure will make it possible to take decision for devolving great.

Keywords

• customer knowledge management
• knowledge management
• customer relationship management
• pattern - oriented improving relationships