企业客户知识管理研究

探讨企业客户知识类型与客户知识管理模式,比较分析了客户知识管理与客户关系管理、知识管理的差异,并基于现有研究成果设计了由四种不同客户知识(即有关客户的知识、适用于客户的知识、来自于客户的知识、合作创造的知识)的管理活动与四种业务活动(即营销管理、流程管理、技术管理与协调管理)相嵌而成的客户知识管理模式,指出我国企业可以利用该模式来实施客户知识管理.     

客户知识管理及其实施的初步分析

通过对客户知识的解释,阐明了客户知识管理的含义及其重要性,并描述了客户知识管理的流程。在客户知识管理与客户关系管理对比及对客户知识管理类型介绍的基础上,提出了实施客户知识管理所需具备的各种条件。指出客户知识管理———客户管理的新阶段,需待研究解决的一些问题。     

CKM中交互客户知识的获取研究

客户知识管理是运用知识管理的方法和模型对客户关系进行管理的先进思想和模式,它将客户知识作为企业的核心资产,将客户作为企业价值的共同创造者。客户知识管理的过程主要包括:知识的获取、共享、利用和创新等,而客户知识的获取则是客户知识管理的重要开端。本文从客户知识的定义和分类入手,重点讨论了交互客户知识的特征及其获取过程。     

客户知识管理研究评述

客户知识作为一种关键性的战略资源，不仅能够提高企业客户关系管理的缋效，而且通过客户知识管理还能在为顾客创造价值的同时，培育企业持续的竞争优势。在对客户知识管理研究作全面综述的基础上，提出从企业战略管理的角度开展客户知识管理的研究，并对客户知识、客户知识管理的概念、研究视角、关键问题及其研究的发展方向等作了进一步的探讨。     

三段式客户知识网络及其管理

客户知识网络是一种借助知识网络对客户知识进行管理的机制,使客户知识得到有效的配置、传递、转化和共享。在对CRM、CKM、客户知识网络的内容进行分析比较的基础上,提出了一个三段式客户知识网络的概念模型,并详细描述其三个子网的功能。通过分析知识网络运行机制来阐述客户知识网络的管理问题。     

新媒体环境中的科技期刊客户知识管理

【目的】 在把客户知识管理引入科技期刊的尝试中,探讨构建客户知识管理流程,使客户知识管理由理念固化为可操作的行为。 【方法】 针对期刊新媒体化发展提供的丰富的客户知识,结合案例期刊的一些数据将客户信息知识、客户操作知识、客户隐藏知识三类知识进行挖掘、储存、分析,实现对客户知识的利用。 【结果】 期刊实施客户知识管理,可以使关于受众的知识成为对期刊有用的、可利用的资源,体现了客户知识对期刊的增值作用。 【结论】 对客户知识管理的初步应用显示,客户知识管理能够对期刊的产品设计从内容到形式提供帮助。     

利用客户知识管理提升供应链性能的研究

网络经济时代,市场竞争已经是供应链之间的竞争,客户知识成为供应链成功的关键要素,因而描述了供应链中的客户知识类型,提出了供应链中的客户知识管理框架,由此,供应链上的节点企业通过客户知识管理平台来管理和应用客户知识,增强了客户知识的共享,减少了不确定性,从而提高了供应链的性能。     

客户知识管理的数据挖掘方法

本文对客户知识管理中的客户价值判断进行了分析，同时运用模糊聚类分析的方法根据客户对企业的贡献度进行客户的价值鉴别，使企业能够有针对性地对不同客户实施差别策略，对企业争取营销优势提供了帮助。     

基于知识活动视角的客户知识管理模型构建

从客户关系管理流程、知识管理流程、以及驱动因素3个角度对现有客户知识管理模型进行了整理和评析,对知识管理和客户知识管理领域中现有的知识活动进行了整合、分类。在此基础上构建了基于知识活动的客户知识管理模型,模型包括了客户知识获取、客户知识整合、客户知识共享、客户知识使用和客户知识创新5种客户知识活动。进而,每一种客户知识活动进行阐述和说明。最后,提出了研究不足和今后的研究方向。     

客户知识管理对企业绩效影响的实证研究:一个基于客户响应能力的视角

客户知识管理是一种经营策略,协助企业应对市场挑战.目前,客户知识管理的研究多为理论探讨,缺乏实证.研究在借鉴前人研究的基础上,界定了客户知识管理和企业客户响应能力的维度,构建了"客户知识管理-企业客户响应能力-企业绩效"这一基于能力的客户知识管理与企业绩效之间的关系模型,并以中国企业为背景进行实证.     

The impact of the customer relationship management on the organization performance

Customer Relationship Management (CRM) is a very important growing business practice in today's environment. It is used for managing the interaction between a company and its future and current customers. CRM approach's task is analyzing data about the history of customers with a company. It focuses on a way to retain customers, therefore it helps the growth of sales. This leads to improvement of company's business relationship with customers. Current study's goal is to determine how technology, organizational capability, customer orientation, and customer knowledge management influence CRM success. We try to see that how the performance of an organization is affected by the achievement of CRM. For testing the hypotheses, Partial Least Squares Structural Equation Modeling (PLS-SEM) was adopted. Results have indicated that the success of CRM is highly influenced through “information technology use”, also “customer orientation”, “organizational capability”, and “customer knowledge management” are related to CRM success. Finally, along with the future research avenues and limitations, study implications and findings are discussed.     

客户关系管理在数字图书馆信息用户管理中的应用

本文首先对客户关系管理及数字图书馆用户关系管理的涵义作了概述,主要论述了数字图书馆用户关系管理的特点、意义、及数字图书馆用户研究和关系管理的主要内容.并指出数字图书馆领域引入用户关系管理研究应注意的问题.     

顾客知识管理及其对竞争优势的贡献

顾客知识管理不同于知识管理,也有别于顾客关系管理.知识管理聚焦于组织内部员工之间的知识共享;顾客关系管理聚焦于公司收集到的结构化的交易数据;而顾客知识管理则聚焦于驻留于顾客心中的知识.顾客知识能力是一种潜在的竞争优势来源,通过适当的开发和培育,它能够提高新产品的成功率,而且能够在竞争对手之前捕获市场机会.     

Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors

Customer relationship management (CRM) and knowledge management (KM) have become key strategic tool for all companies, especially in the current competitive environment. Moreover, customer knowledge is an important issue for CRM implementation. Reviewing the literature, we found many studies that analyze the crucial role played by KM initiatives as determinants of the success of CRM. Moreover, we found also diverse studies that show high rates of failure when implementing that strategy, so there is still no integrated conceptual framework to guide companies to their successful implementation. In this paper, with data of 153 Spanish hotels, we examine the relationships between KM and CRM success using a structural equation model. The main contribution is that having knowledge management capabilities is not sufficient for the success of CRM, but there are other factors to consider. In particular, organizational factors indeed impact CRM success and they appear to be intermediaries of the impact of other factors (KM capabilities/technological/customer orientation factors) in the success of CRM (in financial and marketing terms).     

Business analytics use in CRM: A nomological net from IT competence to CRM performance

Business analytics (BA) becomes increasingly important under rapidly changing business environment. A research challenge is that BA use is not fully understood. We tackle this challenge from the perspective of dynamic capability by using an empirical model with the emphasis on BA use in customer relationship management (CRM). Based on 170 samples from firm-level survey, we analyze the nomological linkage from IT competence to CRM performance. The results show data management capability fully mediates between IT competence and BA use, while customer response capability partially mediates between BA use and CRM performance.     

顾客参与对企业自主创新能力的影响研究——界面管理的调节效应

近年来,自主创新的浪潮席卷全国,以顾客需求为导向的超强竞争时代也随之来临。以此为契机,拟从维度层面探索顾客参与通过界面管理对企业自主创新能力各维度的的影响机制,采用层次回归法检验界面管理在顾客参与和企业自主创新能力间的调节效应,从而为学者和企业家对企业自主创新过程中顾客参与的重要性提供指导。     

A study on customer,supplier, and competitor knowledge using the knowledge chain model

In the new economy, firms are willing to pay abundant premiums for the significant entrepreneurial capacities of management and staff in order to develop, build, protect, transfer and integrate knowledge. Although companies and scholars have indeed recognized the value of knowledge management, they have not generally included customer, supplier, and competitor knowledge, preferring to emphasize the process of knowledge acquisition and sharing that takes place within organizations. Thus, this study proposes a conceptual framework, and uses interpretative case studies, to explore how an enterprise obtains the three types of external knowledge. Moreover, through the following five primary activities – acquisition, selection, generation, internalization, and externalization – this study will illustrate how enterprises apply the internal knowledge chain to transform their customer, supplier, and competitor knowledge to enhance enterprise competitiveness.     

Making a case for speech analytics to improve customer service quality: Vision,implementation, and evaluation

Firms operating in highly competitive markets must find ways to deliver customer value beyond offering competitive prices. Providing superior customer service in such environments becomes a strategic initiative because it can create a competitive advantage by fostering customer loyalty, which can also help ease pressure on profit margins and secure continued revenue flow. In this case study we report a case of utilizing speech analytics to improve customer service quality at a call center of a pharmaceutical supply chain service provider in the U.S. We first describe the strategic rationale behind enhancing customer service quality, followed by the implementation of a quality management program using a novel approach of speech analytics. We then present a longitudinal study that evaluated customer service performance using the data gathered from a team of 120 customer service agents during an 8-month period. Two categories of key performance indicators were established and measured, namely “workforce management” metrics and “customer experience” metrics, which served as the primary indicators in the analysis of the level of success in attaining three strategically identified performance goals to improve customer service quality.     

顾客知识管理体系的构建与测量

在回顾国内外顾客知识管理研究文献的基础上,对顾客知识管理的理论进行了分析,构建了顾客知识管理的体系,认为顾客知识管理应当由顾客自身特征知识管理、顾客对企业认知知识管理以及顾客对竞争对手认知知识管理三个方面工作所组成,并设计了相应的测量工具。通过对装备制造行业企业的实证问卷调查,验证了测量量表的可靠性和有效性。