Customer knowledge management process with models can help managers to find the real value chain in business. This paper proposes a novel two-dimension customer knowledge management analysis model, which make customer knowledge more understandable and manageable. A case study is illustrated and shows the application of the CKM model in customer processes can lead to increased process performance.
|Title of host publication||WIT Transactions on Information and Communication Technologies|
|Number of pages||9|
|Publication status||Published - 2014|
|Event||2013 International Conference on Management Innovation and Information Technology, MIIT 2013 - Wuhan, China|
Duration: 7 Dec 2013 → 8 Dec 2013
|Conference||2013 International Conference on Management Innovation and Information Technology, MIIT 2013|
|Period||7/12/13 → 8/12/13|