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What is Customer Capital

Encyclopedia of Information Science and Technology, Second Edition
Customer relationships, brands, trademarks, etc
Published in Chapter:
Chief Knowledge Officers
Richard T. Herschel (St. Joseph’ s University, USA)
DOI: 10.4018/978-1-60566-026-4.ch086
Knowledge management (KM) refers to a range of practices used by organizations to identify, create, represent, and distribute knowledge for reuse, awareness, and learning across the organization. KM typically takes the form of programs that are tied to organizational objectives and are intended to lead to the achievement of specific outcomes such as shared intelligence, improved performance, competitive advantage, or higher levels of innovation. Knowledge management focuses on developing and maintaining intellectual capital across the organization. It attempts to bring under one set of practices various strands of thought and practice relating to: • Harnessing the effective use of data, information, and know-how in a knowledge-based organization and economy • The idea of the learning organization • Various enabling organizational practices such as communities of practice and corporate yellow page directories for accessing key personnel and expertise • Various enabling technologies such as knowledge bases and expert systems, help desks, corporate intranets and extranets, and content management systems (Wikipedia, 2007). Beginning in the 1990s, the person responsible for directing and coordinating these activities for organizations was oftentimes designated the chief knowledge office (CKO).
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More Results
Intellectual Capital Measurement
Relationships with customers, suppliers, industry associations and market channels.
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