Customer Knowledge Management: People, Processes, and Technology

Customer knowledge is becoming the new competitive asset in e-business that enables companies to serve each customer in his or her preferred way, and to nurture profitable and durable customer relationships. As companies grow and interact with more and more customers through increasingly diverse media and channels, having a systematic approach to customer knowledge management becomes critical.

Customer Knowledge Management: People, Processes, and Technology introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy for sustainable competitive advantage. Well-organized and unique, this book provides concise yet comprehensive coverage of CKM concepts, methodologies, tools, issues, applications, and future trends.

The many academic areas covered in this publication include, but are not limited to:

• Capturing data from customers
• CKM business model
• CKM framework
• CKM model for customer life cycle
• CKM model for mass customization
• CKM-based organization
• Customer Knowledge Management
• Customer-centric intelligence architecture
• Difficult-to-imitate competitive strategies
• ICT classification system
• Information requirement analysis model
• Organizational reinvention model
• Redesigning processes
• Retooling ICT systems