A novel two-dimension’ customer knowledge analysis model

Abstract

© 2015,Canadian Center of Science and Education. All rights reserved. Customer knowledge has increasingly importance in customer-oriented enterprise. Customer knowledge management process with models can help managers to identify the real value chain in business process. The purpose of the paper is to develop a tool for classification and processing of customer knowledge from perspective of knowledge management. By review previous customer knowledge management model,this paper proposes a novel two-dimension’ customer knowledge analysis model,which make customer knowledge more understandable and manageable. The two-dimensions are customer's scope and variability. Base on the model,the process strategies for each kind of customer knowledge are given. To verify the effectiveness of this model,a case study was conducted in a hotel and shows the application of the CKM model in customer knowledge management process can lead to increased process performance. This sample analysis model acts as a guide in practice to help enterprise to develop proper methods in customer knowledge system.