customer knowledge management

... Internal stickiness of knowledge transfer 37 5.1 Types of customer knowledge 49 5.2 Characteristics of customer- oriented knowledge 51 6.1 Valuation system 59 6.2 Category knowledge – focus on availability ... concerning knowledge manage- ment). Fig. 1.1 Pyramid of Knowledge Management Awareness (PKMA) 14 14 ‘Pyramid of Knowledge Management Awareness (PKMA)’ by Wilde. 3.3...

Ngày tải lên: 24/08/2014, 15:53

... Knowl- edge Management 1(2): 113–122. O’Leary DE. 1998. Enterprise knowledge management. IEEE Computer March. RESEARCH ARTICLE Knowledge and Process Management 16 R. Bose and V. Sugumaran knowledge management ... Relationship Management 17 & Research Article Application of Knowledge Management Technology in Customer Relationship Management Ranjit Bose 1 * and Vijay...

Ngày tải lên: 24/01/2014, 00:20

... thức  Kho chứa kiến thức (Knowledge repository) • Bao gồm tài liệu, báo cáo, tập tin và cơ sở dữ liệu e. Công nghệ hỗ trợ hệ tri thức (Technology to Support Knowledge Management) o Effective KMS ... kiện và làm việc tiến tới kết luận d. Yếu tố giải thích (The Explanation Facility) Chương 11: Knowledge Management and Specialized Information Systems 1. Nguyên lý và mục tiêu học tập ...

Ngày tải lên: 23/01/2013, 11:06

... và nghiên cứu  Thảo luận trên lớp  Cách tính điểm  Tài liệu tham khảo Quản trị Tri thức Knowledge Management Th.s. Trần Hoàng Hà Trường Đại học Thương mại Trần Hoàng Hà (MS.c) 5 Giới thiệu Quan

Ngày tải lên: 09/04/2013, 13:25

... mining and knowledge management. Knowledge Management (KM) comprises a range of practices used by organizations to identify, create, represent, and distribute knowledge. Knowledge Management ... explanations. • Knowledge is information about the world that allows an expert to make decisions. There are also various classications of knowledge. A key distinction made by the majo...

Ngày tải lên: 16/08/2013, 16:24

... inhibits knowledge codification as a Knowledge Management approach. This itself, of course is a valuable insight. Keywords: Knowledge Management, Customer Relationship Management, Customer Knowledge ... of Knowledge Management, Customer Relationship Management, and the newly evolving field of Customer Knowledge Management. This project is an initiative with...

Ngày tải lên: 16/10/2013, 01:15

... Innovation drivers within knowledge management (KC =knowledge construction, KE =knowledge embodiment, KD =knowledge dissemination, KU =knowledge use) RESEARCH ARTICLE Knowledge and Process Management 240 R. ... 1994). Knowledge management includes new knowledge construction, knowledge embodiment, knowledge dissemination and knowledge use/bene®t (Demer- est, 1997). Quin...

Ngày tải lên: 18/10/2013, 12:15

... is customer advo- cates. Level 3 represents those customers who are not just satisfied and willing to do business with you again. These customers actively tell others Customer Relationship Management2 2 The ... transactions, only a few of which become repeat customers. However, you seek to Customer Relationship Management2 4 Level 3 Customer Advocates Level 2 Repeat Customers Level...

Ngày tải lên: 23/10/2013, 05:15

... Bought Me a Customer 122 Customer Relationship Management Is an Early Warning System 127 What if the Customer Is the Problem? 130 10. Fighting Complacency: The “Seven-Year Itch” in Customer Relationships ... your ticket to success. Customer Relationship Management Defined Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding c...

Ngày tải lên: 26/10/2013, 16:15

... CHAPTER 1: THEORICAL FRAMEWORK 1.1 The definition of customer relationship management (CRM): 1.1.1 Definition of customer relationship management: There is no universal explanation of what ... and profitable customer by delivering the right product or service, to the 19 especially the old customers in VPBank, the customer service department must know what their customers ar...

Ngày tải lên: 26/11/2013, 20:57