{"title":"Proposing a Conceptual Model of Customer Knowledge Management: A Study of CKM Tools in British Dotcoms","authors":"Mehdi Shami Zanjani, Roshanak Rouzbehani, Hosein Dabbagh","volume":14,"journal":"International Journal of Economics and Management Engineering","pagesStart":51,"pagesEnd":56,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/11070","abstract":"<p>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.<\/p>\r\n","references":"[1] Alavi, M. and D.E. Leidenr. Knowledge Management System: Issue,\r\nChallenges and Benefits, Communication of the AIS, 1:7, 1999.\r\n[2] Blosch, M.; Customer Knowledge, Knowledge and Process\r\nManagement, 2000, Vol. 4, No. 4, pp. 265- 268.\r\n[3] Davenport TH and Prusak L (1997). Working Knowledge: How\r\nOrganizations Manage What They Know. Harvard Business Press:\r\nCambridge, MA, p. 5.\r\n[4] Davenport, T.H., Harris, J.G., Kohli, A.K., 2001. How do they know\r\ntheir customers so well? MIT Sloan Management Review Winter,\r\n63-73.\r\n[5] Davenport, T.H. and Probst, G.J.B. (2001) Knowledge Management\r\nCase Book. Weinheim, Wiley.\r\n[6] Derliyski, Z.; Frohlich, C. (2004) Obtaining and Leveraging\r\nCustomer Knowledge for Customer-Oriented Products, Department\r\nof Business Administration, University of Kristianstad.\r\n[7] Drucker, P.F (1993) Post-Capitalist Society, Oxford: Butterworth\r\nHeinemann.\r\n[8] Drucker, P.F. Knowledge Worker Productivity - The Biggest\r\nChallenge, California Management Review, 1999, 2(41), 79-94.\r\n[9] Garcia-Murillo, M. & Annabi, H. Customer Knowledge\r\nManagement, Journal of the Operational Research Society, 2002, 53),\r\n875-884.\r\n[10] Gibbert, M.; Leibold, M. and Probst, G. (2002) Five Style of\r\nCustomer Knowledge Management, and How Smart Companies Use\r\nThem to Create Value, (accessed 2004\/02\/10).\r\n[11] Plessis, M. Boon, J.A. Knowledge management in eBusiness and\r\ncustomer relationship management: South African case study\r\nfindings, International Journal of Information Management 24 73-86,\r\n2004.\r\n[12] Gebert, H., M. Geib, L. Kolbe and W. Brenner. Knowledge-enabled\r\ncustomer relationship management: integrating customer\r\nrelationship management and knowledge management concepts,\r\nJournal of Knowledge Management, Kempston, Vol. 7, No. 5, 2003,\r\np. 107-123.\r\n[13] Nah, F.; Siau, K.; Tlan, Y. & Ling, M. Knowledge Management\r\nMechanism In E-Commerce: A Study of Online Retailing and\r\nAuction Sites, Journal of Computer Information System, 2002; 42, 5.\r\n[14] Rowley, J.E.; Reflection on Customer Knowledge Management in EBusiness,\r\nQualitative Market Research; 2002; 5, 4; pg. 268.\r\n[15] Rusell, B. (1961) A History of Western Philosophy, London: Unwin\r\nHyman.\r\n[16] Salomann, H.; Dous, M.; Kolbe, L.; & Brenner. W. Rejuvenating\r\nCustomer Management: How to Make knowledge For, From and\r\nAbout Customer Work, Journal of European Management, 2005, Vol.\r\n23, No. 4, pp. 392- 403.\r\n[17] Stauss, B. (2002): Kundenwissens-Management (Customer\r\nKnowledge Management), In: Bohler, H. (2002): Marketngmanagement\r\nund Unternehmensfuhrung, Stuttgart, pp. 273-295.\r\n[18] Tiwana, A. The Essential Guide to Knowledge Management, Upper\r\nSaddle River, NJ: Prentice Hall, 2001.\r\n[19] Toffler, A. (1980) The Third Wave. Morrow, New York.\r\n[20] J.Stefanou, C.; Sarmaniotis, C. CRM and customer-centric\r\nknowledge management: an empirical research, Business Process\r\nManagement Journal, 2003, Vol.9, No. 5, pp. 617-634.\r\n[21] Customer Knowledge Management: Adding Value for our Customer,\r\nQueen-s University.","publisher":"World Academy of Science, Engineering and Technology","index":"Open Science Index 14, 2008"}