Customer Knowledge Management

Customer Knowledge Management

Scott Paquette (University of Toronto, Canada)
DOI: 10.4018/978-1-59904-933-5.ch018
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Abstract

As companies begin to develop competence in managing internal knowledge and applying it towards achieving organizational goals, they are setting their sights on new sources of knowledge that are not necessarily found within the boundaries of the firm. Customer knowledge management comprises the processes that are concerned with the identification, acquisition, and utilization of knowledge from beyond a firm’s external boundary in order to create value for an organization. Companies can utilize this knowledge in many different forms of organizational improvement and change, but it is especially valuable for innovation and the new product development function.

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