Research On The Performance Measurement Of Customer Knowledge Management

Under the influence of two managerial ideas of knowledge management and focusing on customers, the brand-new management model, customer knowledge management (CKM) has been received attention. The main object of CKM is to treat customer knowledge as the strategic resource of enterprises, take best of customer knowledge to increase sustainable competence and advantage of enterprises by capturing, transferring, using and creating customer knowledge, by which both customer value and company value can be maximized. The obvious difference between CKM and other management methods, like knowledge management ad customer relationship management (CRM), is that the former focuses on the strategic value of both customers and knowledge for enterprises, manages customer knowledge to transform customer knowledge into useful customer relationship and organizational knowledge in order to raise organizational ability of attaining business goals.This dissertation focuses on performance measurement of CKM, with the object of exploring factors of performance of CKM, analyzing academic base of performance of CKM, and develops a conceptual system model of performance measurement of CKM. The finding of the study gives a measurement frame to help organizations to effectively implement CKM.CKM is a systemic engineering designed to help organizations to achieve business goals. It is based on effective integration of internal and external resources and relations. Many factors will be covered, like organizational structure, culture, system, process, and human resources. Obviously performance measurement of CKM is a systemic initiative. The dissertation applies systemic thinking and theory of performance measurement to study on performance measurement of CKM, and identifies internal and external factors related with performance of CKM. Thedissertation argues that performance of CKM should be measured from three perspectives, which are process of CKM, outcome of CKM system and its effect on organizations respectively. Finally a three-dimension system model of performance measurement of CKM is developed based on system/activities-human-organization, the value channel of CKM.