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| Author: | Gibbert, M. Leibold, M. Probst, G. |
| Title: | Five styles of customer knowledge management, and how smart companies use them to create value |
| Journal: | European Management Journal
2002 : OCT, VOL. 20:5, p. 459-469 |
| Index terms: | CUSTOMER RELATIONSHIP MANAGEMENT (CRM) KNOWLEDGE MANAGEMENT RESOURCES STRATEGY |
| Language: | eng |
| Abstract: | Corporations are beginning to realize that the proverbal "if we only knew what we know" also includes "if we only knew what our customers know". The authors discuss the concept of customer knowledge management (CKM), which refers to the management of knowledge from customer, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. |
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