Reviews on Customer Knowledge Management Researches

  • Lu, Qi-Cheng (School of Business Administration, Yunnan University of Finance and Economics) ;
  • Feng, Wei (School of Business Administration, Yunnan University of Finance and Economics)
  • Published : 2007.02.08

Abstract

As one of the key strategic resources, the customer knowledge not only improves the performance of customer relationship management, but fosters the sustained competitive advantages as it creates values for customers with customer knowledge management. On the basis of the general introduction of research on customer knowledge management, this paper develops the research on customer knowledge management from the perspective of strategic management, and discusses further relevant studies concerning concepts of customer knowledge and customer knowledge management, studying perspectives, key questions as well as development directions for research, and so on.

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