TY - JOUR
T1 - Five styles of Customer Knowledge Management, and how smart companies use them to create value
AU - Buckley, Adrian
AU - Tse, Kalun
AU - Rijken, Herbert
AU - Eijgenhuijsen, Hans
PY - 2002/10/1
Y1 - 2002/10/1
N2 - Corporations are beginning to realize that the proverbial 'if we only knew what we know' also includes 'if we only knew what our customers know.' The authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Five styles of CKM are proposed and practically illustrated by way of corporate examples. Implications are discussed for knowledge management, the resource based view, and strategy process research.
AB - Corporations are beginning to realize that the proverbial 'if we only knew what we know' also includes 'if we only knew what our customers know.' The authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Five styles of CKM are proposed and practically illustrated by way of corporate examples. Implications are discussed for knowledge management, the resource based view, and strategy process research.
KW - Customer knowledge management
KW - Customer relationship management
KW - Knowledge management
KW - Resource based view
KW - Strategy process
KW - Value creation
UR - http://www.scopus.com/inward/record.url?scp=0036796157&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=0036796157&partnerID=8YFLogxK
U2 - 10.1016/S0263-2373(02)00101-9
DO - 10.1016/S0263-2373(02)00101-9
M3 - Article
AN - SCOPUS:0036796157
SN - 0263-2373
VL - 20
SP - 459
EP - 469
JO - European Management Journal
JF - European Management Journal
IS - 5
ER -