search query: @author Rowley, J. / total: 6
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| Author: | Rowley, J. |
| Title: | Eight questions for customer knowledge management in e-business |
| Journal: | Journal of Knowledge Management
2002 : VOL. 6:5, p. 500-511 |
| Index terms: | Knowledge management Electronic commerce Customer relationship management (CRM) Strategic management Business-to-business |
| Freeterms: | e-business e-commerce |
| Language: | eng |
| Abstract: | Customer knowledge is an important asset for all businesses. The rhetoric of e-business emphasizes the opportunities for knowing customers in the digital economy. This paper sets the context with a brief summary of the key characteristics of the knowledge management paradigm which is used as a platform for the formulation of the questions forming the core of this article: What customer knowledge do businesses require? ... What are the challenges for translating data into information and knowledge? ... Whose knowledge is it anyway? How can knowledge assets be identified and managed in virtual organisations? How can customer knowledge from e-business be integrated with customer knowledge from other channels? etc. |
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