Customer knowledge management - A literature review

Abstract

In this information age, the concept of Customer Knowledge Management (CKM) has been taken as one of the important strategies, and it has been used thoroughly to enhance the advantage competitiveness for organizations. By reviewing 146 related academic articles, this study generalizes the issues involving with the concept of CKM, the classifications of customer knowledge, the empirical studies in the world. Based on reviewing literatures, it can be concluded with some future suggestions that help to improve the customer knowledge management role.

Keywords

• quản trị quan hệ khách hàng
• quản trị tri thức khách hàng
• quản trị tri thức
• tri thức khách hàng