Research On Supply-Chain-Oriented Customer Knowledge Management

CKM is a new management subject after the continuous development of IT, KM and CRM. CKM is the strategic reaction of the enterprises to the opportunities and challenges. The main task of CKM is to acquire, share, innovate and utilize the customer knowledge so that the enterprises can improve their value chain and meet the customers' customized demand. The use of CKM can also help to use the leverage of customer knowledge and maximize the efficiency of the enterprises. So far, the study of CKM is not enough and not conducted in a system framework. Therefore, there are lots of problems in the practices of CKM. Meantime, today's competition between different enterprises has changed to the supply chain competition between several groups of enterprises. The SCM theory based on logistics and capital flow can't guarantee that the enterprises will be able to get the competitive advantage. Therefore, the integration of customer knowledge has become the key element of improving enterprises group's supply chain efficiency and competitive advantage of members in the enterprises group. CKM has become the trend of the future supply management. This thesis has done the following studies:(1) Analyzed and generalized the main problems in the study of CKM, and pointed out the necessity of integrating CKM and SCM.(2)Put forward the two new concepts: narrow and broad meaning of customer knowledge, and categorized the customer knowledge in SCM. Especially, analyzed the customer knowledge flow and concluded that the customer knowledge, in course of customer knowledge flow, can be innovated and increased in value when it goes through every single joint enterprise in the whole supply chain.(3) Discussed the relationship between SCM and CKM, and analyzed the content and tactics of CKM in SCM. Based on the above analysis, put forward the four following steps of CKM in SCM: the acquisition of customer knowledge, the integration of customer knowledge, the share and circulation of customer knowledge, and the use and innovation of customer knowledge. Finally, gave out the study result, which is the SCM-oriented CKM framework.(4) Explained the principles of SCM-oriented CKM framework, put forward with the CKM system structure and customer knowledge integrating management network model in the key enterprises in the supply chain, and finally, analyzed the key related technologies.(5) In the case study part, analyzed the management case of CKM in the supply chain...