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Research on Product Innovation Process-oriented Customer Knowledge Management

Author: JiFengXian
Tutor: NiZiYin
School: Jiangsu University
Course: Business management
Keywords: customer choice customer participation customer knowledge management product innovation
CLC: F273.1
Type: Master's thesis
Year: 2009
Downloads: 424
Quote: 5
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Abstract


The turbulent complex market competitive environment makes the enterprise product innovation face the unprecedented challenge.However,the rapid development of science and technology and arrival of knowledge-driven economy era, force enterprises to pay close attention to customer’s demand,utilize the customer knowledge resource to carry on product innovation,which has become enterprises to break away from the product innovation predicament and create value,obtain the competitive advantage key and inevitable.Enterprises only pay close attention to the external environment change at any time,strengthen the customer knowledge management construction in product innovation,and improve the ability to meet customer’s demand,thus guarantying the success of product innovation and long-term development of enterprises.On the basis of the theory of customer knowledge management,from enterprise’s product innovation activity,the paper has systematically studied the choice of customers who participate in product innovation,customer participation in product innovation,customer knowledge management process in product innovation and foundation of customer knowledge management,constructed customer knowledge management frame in product innovation,and studied the impact of customer knowledge management on product innovation performance.First,the choice problem of customers who participate in product innovation is studied.The paper has introduced customer roles at different stages of product innovation,according to customer function in product innovation,analyzed the characteristic that customers who participate in product innovation must possess, proposed measurement methods of innovative customer characteristic that more obvious to the product innovation contribution or has the contribution potential,thus helping to identify and select innovative customers to participate in product innovation.Second,the problem of customer participation in product innovation is studied. The paper has proposed the customer input,enterprises interaction with customer determine the customer participation degree,according to the knowledge demand characteristic at different stages of product innovation,constructed customer knowledge quantity model in product innovation,proposed forms and means of customer participation at different stages of product innovation.Furthermore,the problem of customer knowledge management process in product innovation is studied.The paper has constructed customer knowledge management model in product innovation,customer knowledge management basic process model,customer knowledge acquisition,sharing and innovation model, established customer knowledge sharing,application mechanism as well as customer knowledge balance mechanism of sharing and protection,analyzed customer knowledge acquisition,sharing and utilization at different stages of product innovation,proposed measures of promoting customer knowledge management process ability.Then,the problem of customer knowledge management foundation is studied. The paper has constructed customer knowledge management overall process model, proposed measures what the high-level leadership actuates customer knowledge management needs to adopt,elaborated the path of establishing open flexible organization,building knowledge sharing and creation enterprise culture,improving the guidance mechanism,proposed the information technology application channel, methods to expand the human capital investment.Finally,based on empirical analysis,the problem of the impact of customer knowledge management on product innovation performance is studied.The paper has constructed the conceptual model of the impact of customer knowledge management on product innovation,proposed the theory supposition,carried on the empirical analysis through the problemnaire survey and using the mathematical statistic analysis method,proved that customer knowledge management has the remarkable forward influence to the product innovation performance,carried on the analysis to the study result,obtained the management enlightenment.

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