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Practical experience on customer knowledge utilization

Mohamed Dahlan, Halina and Che Hussin, Ab. Razak and Khosravi, Arash (2015) Practical experience on customer knowledge utilization. Journal of Information Systems Research And Innovation, 9 (3). pp. 20-27. ISSN 2289-1358

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Abstract

The capability of a company to apply customer knowledge (CK) is recognized as a potential source of competitive advantage. However, there has been little academic research on the application of CK. This study adds to our understanding in focusing on success factors and best practices of companies that apply CK successfully. Studies have shown that technological factors such as customer relationship management (CRM) infrastructure, collaboration system and social networks are the fundamental tools for CK application. Human factors such as motivating customer and employee, and enhancing their skills for sharing and managing CK are crucial for CK utilization. In addition, firms need to provide strategies for customer knowledge management (CKM) and use technologies for absorbing and sharing and application of CK.

Item Type:Article
Uncontrolled Keywords:knowledge management, customer knowledge, customer relationship management
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computing
ID Code:60379
Deposited By: Haliza Zainal
Deposited On:24 Jan 2017 02:54
Last Modified:06 Oct 2021 03:03

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