Research On Problem Of The Ability Of Customer Knowledge Management

As a result of increasing economic globalization and appearance of Internet, resources and information are transferred more freely and the variation of products from different enterprises is vanishing. Establishing favorable relationship with customers becomes the key issue of enterprise survival and development, which leads to the research on Customer Relationship Management (CRM). With the development of CRM, Knowledge Management (KM) has been lead to CRM by researchers.According to previous research, whether CM is effective depends on Customer Knowledge Management Capability (CKMC), so CKMC should be carefully studied. But due to lack of systemization and theorization, the current CKMC theory needs to be further improved. This dissertation tries to systematically study CKMC, which would put a solid foundation for future practice.Firstly, after reviewing the relative researches on CKM, enterprise capability andCustomer Management Capability, the dissertation gives the clear definition of CKMC. Secondly, a analytical framework of CKMC is designed based on the relative studies. The capability is divided into three categories. Thirdly, the index system for evaluating CKM capability is established, in which, the three categories of capabilities described above are adopted as first-class index, and the subcategories second-class index. Fourthly, with Balanced Score Card and traditional financial index of business performance, the evaluation system of business performance is set up. The CKMC affecting mechanism of business performance is deeply analyzed and all the influence is evaluated by financial index.Finally, based on the above research, the strategies and tactics for improving CKMC are brought forward and the implementation method is given in detail.