A Comprehensive Model for Customer Knowledge Management Mechanisms

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Author(s): Neda Sakhaee (Iran University of Science and Technology, Iran), Hamidreza Shahbaznezhad (University of Tehran, Iran)and Mehdi Shami Zanjani (University of Tehran, Iran)
Copyright: 2012
Pages: 14
Source title: Customer-Centric Knowledge Management: Concepts and Applications
Source Author(s)/Editor(s): Minwir Al-Shammari (University of Bahrain, Bahrain)
DOI: 10.4018/978-1-61350-089-7.ch014

Keywords: Business & Management / Business Science Reference / Consumer Management / Marketing

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Abstract

In order to implement customer knowledge management concepts, companies need to deploy several mechanisms through the development and integration of currently available ways. Although customer knowledge management has been discussed in various circles, fewer studies have tried to discover a comprehensive set of customer knowledge management mechanisms. This chapter proposes a comprehensive taxonomic model that acts as a reference in the area of customer knowledge management. By using this model, companies can manage their customer knowledge in e-commerce or non e-commerce domes. The proposed model is based on blended methodology and contains a vast look at the three different dimensions of customer knowledge through additional details as well as introducing the comprehensive set of “technological” and “non-technological” mechanisms in accordance with each identified types of customer knowledge.

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A Comprehensive Model for Customer Knowledge Management Mechanisms

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