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| Author: | Desouza, K.C. Awazu, Y. |
| Title: | What do they know? |
| Journal: | Business Strategy Review
2005 : SPRING, VOL 16:1, p. 41-45 |
| Index terms: | Customer relationship management (CRM) Knowledge management Corporate governance Public relations Industries Management Organizations |
| Language: | eng |
| Abstract: | Managing customer knowledge (hereafter as: c-kn.) is critical to ensure the survival of your organization. Essentially, customer knowledge management (CKM) involves leveraging three types of c-kn: 1. about the customer, 2. to support the customer, and 3. from the customer. Most organizations focus on only one type of c-kn. This article describes how companies can use CKM to optimum advantage. |
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