| To day, it will cost a company much more than ever before to develop a new customer or to keep a customer. If a company wants to get the competition predominance, it must invest great in getting customers and make an instant reaction to customer's requirements and keep good relationship with them or they can not get victory in the intense competition. Customer knowledge management system provides a flat for a company to get and analyze customers' knowledge with different means, and also present them a bran-new commerce stratagem and method. By managing Customer knowledge, a company can understand its customer value well and truly. Customer value is considered central to competitive advantage and long-term success of business organizations. Consequently, a great importance attached to this concept. To stay competitive, companies need to develop a viably analytic method to deal with a large sum of data associated with customer value. We propose data mining techniques. Data Mining can provide a window into customers' behavior and customer value.The paper introduce electronic commerce firstly, and then the background of CKM and expatiate the reasons and intension of development of CKM in EC. In the following chapter, it analyze the characteristic of customer knowledge in EC, and classify the customer. The paper emphasize on analyzing the CKM's content. It also be compared with the related concepts, such as CRM and CKM, and point out the relations and differences among them.The following chapter systematically describ the concept of customer value. And the next chapter tell us how to use data mining into customer value management, and offer a business configuration of customer value management based on data mining. The last chapter give one example of using data mining into customer value management in Nanjing Nanbei General Control System Co.,Ltd. And it present a case of Dell to introduce the implement of CKM and analyze the experience and revelation of CKM. |
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