Digital Customer Knowledge Management Strategy

The Customer Knowledge Management in Chinese IT distribution business, it is subject to the Chinese market specific environment and business'stage of development, so it has its own characteristics. The strategy of Customer Knowledge Management is also changing as the company's dynamically forward.This thesis introduces the status of foreign and domestic research in Customer Knowledge Management's and clarify that the Customer Knowledge Management compromises the merits of Customer Management and Customer Relationship Management. This integration enhance the success rate of implementation. The study shows the necessity and significance of Customer Knowledge Management.This thesis focuses on Customer Knowledge Management research in Digital's China company, discusses and draws the suitable strategy of the company's in CKM project. To the extend of Chinese IT distribution enterprise, as the leading IT distribution company in this field, Digital China company's implementation of CKM plays crucial important role. At first, this thesis, by studying at best practices of home and abroad's CKM, comes to the common and general strategy, it could be looked as the basis of following specific research.Then, this thesis, by the survey questionnaire in Digital China company about the conditions based on CKM and current situation, analyses and draws three important factors of CKM implementation in Digital China companyt:organizational structure, customer knowledge sharing, encouragement.After that, this thesis starts intensive studying at these three factors in order to infer the advisable strategy according with organizational structure come, customer knowledge share, inspire encouragement, for reference.Finally, this thesis brings forth supportings and evaluation measures for CKM in Digital China company. This is the auxiliary programme to help CKM have the good and effective progress in Digital China company.