文献类型：会议论文

英文题名：Research of customer knowledge management and realizing process

作者：Zhang, Bo[1]; Kou, Ying-Jiao[1]

通讯作者：Zhang, B.|[1141700d3915b82bcfc35]张波;[114178efbace9e83b0fe9]张波;[114174ecf117e2e0f56cf]张斌;[1141736d1cf9fa2fb18e2]张斌;[114179d4d7bacc17c0eac]张勃;[11417ffa4a9b4ae921cec]张波;

机构：[1] School of Management, Beijing Union University, Beijing 100101, China

第一机构：北京联合大学管理学院

通讯机构：[1]School of Management, Beijing Union University, Beijing 100101, China|[1141755]北京联合大学管理学院;[11417]北京联合大学;

会议论文集：Proceedings - International Conference on Management and Service Science, MASS 2009

会议日期：September 20, 2009 - September 22, 2009

会议地点：Wuhan, China

语种：英文

外文关键词：Knowledge acquisition - Knowledge management - Public relations - Sales

摘要：This paper firstly studies the concept and fundamental idea of customer knowledge, and further analyzes the limitations of the traditional customer relationship. On this basis, the paper builds the two-way knowledge transferring model between enterprises and customers combined with the four stages - knowledge acquisition, knowledge use, knowledge adjustment and knowledge evaluation. This study is beneficial not only to improve customer satisfaction, but also be able to effectively improve the enterprise's core competencies. ?2009 Crown.