The Research of Customer Knowledge Management in CRM

摘要：

Customer knowledge management is one kind of management, which regards the customer knowledge as the enterprises core assets and the core competencies, which create and maintain the development of the enterprise. This paper mainly probes into the research of customer knowledge management from acquiring, sharing and even creating the customer knowledge. In addition, the application of the customer knowledge in CRM can promote the designs of the products, improve the service capability and at last lock up customer through the ways that contain personalized customization, promotion of the customers loyalty, the interaction between the enterprise and customers, and the acquisition of the customers needs and wants.

关键词： Customer Knowledge Knowledge Management CRM Application

作者: Wanghualin Yuzhongdong

作者单位: Jiangxi University of Finance & Economics, Industrial Clusters and Enterprise Research Center, Nanch Jiangxi University of Finance & Economies, Industrial Clusters and Enterprise Research Center, Nanch

会议类型: 国际会议

会议名称: 2010 International Conference on Intelligent Computation Technology and Automation(2010 智能计算技术与自动化国际会议 ICICTA 2010)

会议地点: 长沙

会议语种:英文

页码: 3263-3266

在线出版日期: 2010-05-11（万方平台首次上网日期，不代表论文的发表时间）