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Research on the Performance Measurement of Customer Knowledge Management

Author: WangDai
Tutor: LiBeiPing
School: Wuhan University
Course: Technology Economics and Management
Keywords: Customer Knowledge Management Performance Evaluation System model
CLC: F274
Type: Master's thesis
Year: 2005
Downloads: 617
Quote: 6
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Abstract


Customer knowledge management as a new type of enterprise management mode gradually being under the influence of both knowledge management and \The main purpose of customer knowledge management to look at the customer knowledge by customer knowledge acquisition , transfer , application and innovation , to improve the sustainable competitiveness and advantages from the point of view of the strategic resources to maximize customer value and enterprise value , which at the same time achieve maximum of the double goal . The biggest difference is with the management style of the past, knowledge management and customer relationship management to focus on customers and strategic knowledge , customer knowledge as a managed object , customer knowledge and customer relationship , organizational knowledge transformation , enhance corporate ability to achieve its business objectives . Based on customer knowledge management performance evaluation as a research topic , the main purpose is to explore the impact of customer knowledge management performance factors to analyze the theoretical foundation of customer knowledge management performance evaluation and build the customers knowledge management performance evaluation preliminary theoretical model for the organization of the effective implementation of customer knowledge Management provides a measurement framework . Customer knowledge management, systems engineering, enterprise implementation in order to achieve its business objectives and the implementation of external resources within the organization , the foundation of the relationship between the effective integration involving organizational structure , culture , systems , processes , human resources aspects. Customer Knowledge Management Performance Evaluation with significant systemic characteristics of paper ordered to systemic thinking used in customer knowledge management performance evaluation research , and enterprise performance evaluation theory , in-depth analysis of the external factors within the organization and the customers knowledge management performance . On this basis , customer knowledge management performance evaluation should be based on three dimensions as the evaluation of the effect of customer knowledge management processes , customer knowledge management systems use results and customer knowledge management organization and initially built to reflect the \/ activity - people - organizations , the value of the conduction path of customer knowledge management performance evaluation of the three-dimensional system model .

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CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
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