Key Account Management Research Of Our Industrial Enterprise Based On Customer Knowledge Management

As international marketing environment change, key accound customers become enterprise precious resources, and the focus of competition for, take the customer as the center, the time has come for customers and customer knowledge has become enterprises to obtain important source of sustainable competitive advantage. In the new competition rules of the game and consumer demand characteristic before changing, more and more enterprises will customers into the new product development process, using the customer knowledge, develop the market demand the product, reduce the market risk, and establish valuable customer relationships. In China, as a representative of the emerging industrial market, how to effectively develop marketing, so as to achieve competitive advantage, has become China's industrial enterprise in the new environment needed to resolve important topic.Based on the theory of the frontier study on the integration and explore, based on customer knowledge and large customer management perspective for our industrial enterprise, provide theoretical support big customer management, main job has the following aspects:First, while combs customer knowledge management and big customers on the basis of the basic theory, discusses the relationship between integration. Meanwhile analyzes our country to industrial enterprises in the two aspects of the current situation, proposed the customer knowledge management in China based on industrial enterprise big customer management concept.Second, constructed in China based on customer knowledge management of industrial enterprise clients management system. Knowledge management and big customer management have huge synergy, based on the big customer management process knowledge management, concrete with clients, including its strategic planning, system structure and implementing, customer knowledge management ability construction. Based on the theoretical framework and CRM KM, and detailed analysis of the model in the model the realization process of each function.Third, systems implementation of relevant model research. This paper mainly constructed based on hierarchy clustering big customer recognition model, and according to the classification proposed the corresponding resources into strategy; Customer knowledge transformation process model, based on previous studies integration customer knowledge management, enterprise through the interaction with customers to customer knowledge obtaining, transformation, utilization, various customer knowledge between the dominant and recessive form transformed, spiral of interaction between the process; Based on the balanced scorecard and fuzzy mathematical evaluation system performance evaluation model, using the balanced scorecard constructs the evaluation index system, reoccupy fuzzy mathematical evaluation as evaluation method.Finally, this paper summarizes the research result of the thesis, and made a conclusion, but also to the future development direction are discussed in this paper. This paper hope of customers through knowledge management ability and large customer management exploratory research, industrial enterprise integrating customers for our knowledge management and large customer management provide valuable Suggestions.