Customer knowledge management in software development: a descriptive field survey

Abstract

Customer Knowledge (CK) plays an important role in the production of high quality and innovative software products. However, there has been little comprehensive academic research on the ‘enablers’ of customer-specific knowledge. Therefore, study aims to analyze Customer Knowledge Management (CKM) ‘enablers’ for enterprise software development companies. Survey questionnaires were distributed to software companies and results showed that most firms focus their efforts more on ‘Technological Infrastructure’ and less on ‘Human’ and ‘Organizational’ CKM enablers. Results demonstrated low positive percent ratings for ‘Human Antecedents’ (Individual Competences & Skills) and ‘Organizational’ enablers (‘Customer Involvement’, CKM ‘Strategy Development’ and ‘Training’). This study contributes to the CKM domain by revealing essential elements that better enable enterprise software development firms to enhance software quality and produce innovative products. The author recommends that software companies place greater emphasis on ‘Human’ and ‘Organizational’ enablers for the successful implementation of CKM strategies.