The Research of Customer Knowledge Management in CRM

Abstract

Customer knowledge management is one kind of management, which regards the customer knowledge as the enterprise's core assets and the core competencies, which create and maintain the development of the enterprise. This paper mainly probes into the research of customer knowledge management from acquiring, sharing and even creating the customer knowledge. In addition, the application of the customer knowledge in CRM can promote the designs of the products, improve the service capability and at last lock up customer through the ways that contain personalized customization, promotion of the customers' loyalty, the interaction between the enterprise and customers, and the acquisition of the customers' needs and wants.