The Knowledge Chain Management Of Virtual Consulting Companies Based On Customer Segmentation

With the coming of the information age, and the development of information management theories, knowledge management theories, computer technology and Internet technology, the virtual consulting company has been developed rapidly based on computer technology and nternet technology. And with the advent of the knowledge economy, profound changes have taken place in all aspects of the human society. The emerging knowledge-based companies-virtual consultation, using information and knowledge resources as the raw materials of production, using the creating, selecting, organizing, and application of knowledge as the main means, and using the knowledge-based product as competitive products, so it has further requirements on the production, business, management of knowledge. Knowledge chain is the concrete embodiment of knowledge flow and transformation. It stresses the relationship and the function between the different subjects, between the subjects and external environment in the process of knowledge management. It is an important method in knowledge management.For the virtual consulting companies, customers demand gradually diversification on the increasingly demand broad market. The single product and service can’t meet the needs of all customers, and also can’t inspire the ability of customers to discover, use and creat knowledge. It only can satisfy the biggest amount of certain customers, or several other customers who have a larger percentage. Aimed at diverse customer and diverse demand, according to different customer segmentation principle, segmentation methods, segmentation models, the customer segmentation would make a comprehensive and accurate segmentation with the customers, and analyze the needs of different customers, establish personalized knowledge chain management model to provide personalized service for different types of customers. In this way, we can maximize the creativity of the customer as well as the quality of the virtual consulting companies. What’s more, we can establish its dominant position in the market, and promote the creation and sharing of knowledge.Based on the research of knowledge management, the concept and model of knowledge chain management, and combined with the characteristics of virtual consulting companies, establish knowledge chain management of the virtual consulting companies customer. Then using the customer segmentation in the virtual consulting companies, applying SPSS hierarchy clustering method to complete the customer segmentation. Next through the questionnaire survey method to make a quantitative research on the customer of the virtual consulting companies. Finally, aiming at the characteristics of different customers, to put forward personalized knowledge chain management measures based on the corresponding stage of the customer knowledge chain management basis model of virtual consulting company, to promote knowledge creation, exchange and sharing of the virtual consulting companies’ customer.