Literature Review on Customer Knowledge Management (CKM)
Year: 2020
Type: preprint
Abstract: This paper reviews the literature pertaining to Customer Knowledge Management (CKM) and comprehensively presents CKM’s process models, antecedents and consequents. The CKM process of capturing rapidly changing customer information and translating it into actionable knowledge is rooted in resource pre-conditions such as strategic flexibility, customer-centric culture and supportive technological infrastructure, and is found to have significant positive influence on firm’s long term performance via strengthened Customer Relationship Management (CRM) processes and new product development.
Source: SSRN Electronic Journal
Authors: Uma Lakshmi, Jesiah Selvam
Institution: Alliance University
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W3173994249