Proposing a Conceptual Model of Customer Knowledge Management: A Study of CKM Tools in British Dotcoms
Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.
[1] Alavi, M. and D.E. Leidenr. Knowledge Management System: Issue,
Challenges and Benefits, Communication of the AIS, 1:7, 1999.
[2] Blosch, M.; Customer Knowledge, Knowledge and Process
Management, 2000, Vol. 4, No. 4, pp. 265- 268.
[3] Davenport TH and Prusak L (1997). Working Knowledge: How
Organizations Manage What They Know. Harvard Business Press:
Cambridge, MA, p. 5.
[4] Davenport, T.H., Harris, J.G., Kohli, A.K., 2001. How do they know
their customers so well? MIT Sloan Management Review Winter,
63-73.
[5] Davenport, T.H. and Probst, G.J.B. (2001) Knowledge Management
Case Book. Weinheim, Wiley.
[6] Derliyski, Z.; Frohlich, C. (2004) Obtaining and Leveraging
Customer Knowledge for Customer-Oriented Products, Department
of Business Administration, University of Kristianstad.
[7] Drucker, P.F (1993) Post-Capitalist Society, Oxford: Butterworth
Heinemann.
[8] Drucker, P.F. Knowledge Worker Productivity - The Biggest
Challenge, California Management Review, 1999, 2(41), 79-94.
[9] Garcia-Murillo, M. & Annabi, H. Customer Knowledge
Management, Journal of the Operational Research Society, 2002, 53),
875-884.
[10] Gibbert, M.; Leibold, M. and Probst, G. (2002) Five Style of
Customer Knowledge Management, and How Smart Companies Use
Them to Create Value, (accessed 2004/02/10).
[11] Plessis, M. Boon, J.A. Knowledge management in eBusiness and
customer relationship management: South African case study
findings, International Journal of Information Management 24 73-86,
2004.
[12] Gebert, H., M. Geib, L. Kolbe and W. Brenner. Knowledge-enabled
customer relationship management: integrating customer
relationship management and knowledge management concepts,
Journal of Knowledge Management, Kempston, Vol. 7, No. 5, 2003,
p. 107-123.
[13] Nah, F.; Siau, K.; Tlan, Y. & Ling, M. Knowledge Management
Mechanism In E-Commerce: A Study of Online Retailing and
Auction Sites, Journal of Computer Information System, 2002; 42, 5.
[14] Rowley, J.E.; Reflection on Customer Knowledge Management in EBusiness,
Qualitative Market Research; 2002; 5, 4; pg. 268.
[15] Rusell, B. (1961) A History of Western Philosophy, London: Unwin
Hyman.
[16] Salomann, H.; Dous, M.; Kolbe, L.; & Brenner. W. Rejuvenating
Customer Management: How to Make knowledge For, From and
About Customer Work, Journal of European Management, 2005, Vol.
23, No. 4, pp. 392- 403.
[17] Stauss, B. (2002): Kundenwissens-Management (Customer
Knowledge Management), In: Bohler, H. (2002): Marketngmanagement
und Unternehmensfuhrung, Stuttgart, pp. 273-295.
[18] Tiwana, A. The Essential Guide to Knowledge Management, Upper
Saddle River, NJ: Prentice Hall, 2001.
[19] Toffler, A. (1980) The Third Wave. Morrow, New York.
[20] J.Stefanou, C.; Sarmaniotis, C. CRM and customer-centric
knowledge management: an empirical research, Business Process
Management Journal, 2003, Vol.9, No. 5, pp. 617-634.
[21] Customer Knowledge Management: Adding Value for our Customer,
Queen-s University.
[1] Alavi, M. and D.E. Leidenr. Knowledge Management System: Issue,
Challenges and Benefits, Communication of the AIS, 1:7, 1999.
[2] Blosch, M.; Customer Knowledge, Knowledge and Process
Management, 2000, Vol. 4, No. 4, pp. 265- 268.
[3] Davenport TH and Prusak L (1997). Working Knowledge: How
Organizations Manage What They Know. Harvard Business Press:
Cambridge, MA, p. 5.
[4] Davenport, T.H., Harris, J.G., Kohli, A.K., 2001. How do they know
their customers so well? MIT Sloan Management Review Winter,
63-73.
[5] Davenport, T.H. and Probst, G.J.B. (2001) Knowledge Management
Case Book. Weinheim, Wiley.
[6] Derliyski, Z.; Frohlich, C. (2004) Obtaining and Leveraging
Customer Knowledge for Customer-Oriented Products, Department
of Business Administration, University of Kristianstad.
[7] Drucker, P.F (1993) Post-Capitalist Society, Oxford: Butterworth
Heinemann.
[8] Drucker, P.F. Knowledge Worker Productivity - The Biggest
Challenge, California Management Review, 1999, 2(41), 79-94.
[9] Garcia-Murillo, M. & Annabi, H. Customer Knowledge
Management, Journal of the Operational Research Society, 2002, 53),
875-884.
[10] Gibbert, M.; Leibold, M. and Probst, G. (2002) Five Style of
Customer Knowledge Management, and How Smart Companies Use
Them to Create Value, (accessed 2004/02/10).
[11] Plessis, M. Boon, J.A. Knowledge management in eBusiness and
customer relationship management: South African case study
findings, International Journal of Information Management 24 73-86,
2004.
[12] Gebert, H., M. Geib, L. Kolbe and W. Brenner. Knowledge-enabled
customer relationship management: integrating customer
relationship management and knowledge management concepts,
Journal of Knowledge Management, Kempston, Vol. 7, No. 5, 2003,
p. 107-123.
[13] Nah, F.; Siau, K.; Tlan, Y. & Ling, M. Knowledge Management
Mechanism In E-Commerce: A Study of Online Retailing and
Auction Sites, Journal of Computer Information System, 2002; 42, 5.
[14] Rowley, J.E.; Reflection on Customer Knowledge Management in EBusiness,
Qualitative Market Research; 2002; 5, 4; pg. 268.
[15] Rusell, B. (1961) A History of Western Philosophy, London: Unwin
Hyman.
[16] Salomann, H.; Dous, M.; Kolbe, L.; & Brenner. W. Rejuvenating
Customer Management: How to Make knowledge For, From and
About Customer Work, Journal of European Management, 2005, Vol.
23, No. 4, pp. 392- 403.
[17] Stauss, B. (2002): Kundenwissens-Management (Customer
Knowledge Management), In: Bohler, H. (2002): Marketngmanagement
und Unternehmensfuhrung, Stuttgart, pp. 273-295.
[18] Tiwana, A. The Essential Guide to Knowledge Management, Upper
Saddle River, NJ: Prentice Hall, 2001.
[19] Toffler, A. (1980) The Third Wave. Morrow, New York.
[20] J.Stefanou, C.; Sarmaniotis, C. CRM and customer-centric
knowledge management: an empirical research, Business Process
Management Journal, 2003, Vol.9, No. 5, pp. 617-634.
[21] Customer Knowledge Management: Adding Value for our Customer,
Queen-s University.
@article{"International Journal of Business, Human and Social Sciences:60119", author = "Mehdi Shami Zanjani and Roshanak Rouzbehani and Hosein Dabbagh", title = "Proposing a Conceptual Model of Customer Knowledge Management: A Study of CKM Tools in British Dotcoms", abstract = "Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.
", keywords = "Customer knowledge, customer knowledge management, knowledge management, B2C E-commerce.", volume = "2", number = "2", pages = "127-5", }
