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Everything about Customer knowledge
Customer knowledge (CK) is the combination of experience, value and insight information which is needed, created and absorbed during the transaction and exchange between the customers and enterprise. Campbell (2003) defines customer knowledge as: "organized and structured information about the customer as a result of systematic processing". According to Mitussis et al. (2006), customer knowledge is identified as one of the more complex types of knowledge, since customer knowledge can be captured from different sources and channels. Wikipedia →
🧭 Start here: a 6-step reading path
- Read the overview: Customer knowledgeA 5-minute orientation
- Skim a recent paper: Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEsInfluential work since 2022
- Pick up a classic book: Os MaiasThe most-reprinted book on the subject
- Read the landmark paper: Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]Cited 278 times
- Go sideways: Customer relationship managementA closely related topic
- Go sideways: ECRMA closely related topic
📖 Definitions
No dictionary entry for this exact phrase.
🗂️ The subject at a glance
🏆 Landmark papers (most cited)
Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1]
Managing Customer Support Knowledge
Creating customer knowledge competence: managing customer relationship management programs strategically
Customer knowledge management
Gaining customer knowledge through analytical CRM
Knowledge from customer, for customer or about customer: which triggers innovation capability the most?
Absorbing Customer Knowledge
Mining customer knowledge for tourism new product development and customer relationship management
🆕 Influential since 2022
Relationships among knowledge-oriented leadership, customer knowledge management, innovation quality and firm performance in SMEs
Towards Faster Vehicle Routing by Transferring Knowledge From Customer Representation
Customer knowledge hiding behavior in service multi-sided platforms
Embodied knowledge in customer experience: reflections on yoga
Superior Knowledge, Price Discrimination, and Customer Inspection
📚 Books worth reading
Os MaiasEça de Queiroz · 1900
How to observeHarriet Martineau · 1838
Mark Twain's AmericaBernard Augustine De Voto · 1932
Illustrations of Shakspeare And of Ancient Manners With Dissertations on the Clowns And Fools of Shakspeare Part TwoFrancis Douce · 1807
Folk beliefs of the southern NegroNewbell Niles Puckett · 1926
Georgette Heyer's Regency worldJennifer Kloester · 1998
I Know My Own HeartAnne Lister, Helena Whitbread · 1988
Customer Knowledge ManagementSilvio Wilde · 2011
Ranked by number of editions on Open Library, a rough measure of how lasting a book is.
🔗 Related topics
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- Customer experience Customer experience (CX) refers to the cognitive, emotional, sensory, and behavioral responses of a customer during all stages of interaction with a product…