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传统知识管理强调的是对员工知识的管理。本文认为客户的知识也是企业最重要的资源之一。本文介绍了客户知识管理的概念,分析了客户知识管理与客户关系管理、知识管理的异同。客户知识管理可以有效地帮助企业发现新的市场机会、开发新产品、降低成本、提高效率、为企业和客户创造更多的价值。此外,本文论述了开展客户知识管理活动的原则以及五种客户知识管理方式。
Traditional knowledge management emphasizes the management of employee knowledge. This article considers that customer knowledge is also one of the most important resources in an enterprise. This paper introduces the concept of customer knowledge management and analyzes the similarities and differences between customer knowledge management and customer relationship management and knowledge management. Customer knowledge management can effectively help companies find new market opportunities, develop new products, reduce costs, improve efficiency and create more value for businesses and customers. In addition, this article discusses the principles of customer knowledge management activities and five customer knowledge management methods.