Regional Specialized Wholesale And Ratail Mall Customer Knowledge Management

Customer knowledge to operate the mall has become more and more important, it has become an important factor in a mall to gain competitive advantage. This article is an in-depth follow-up study HB mall under 3 years of research and practical background, found customer knowledge management plays a huge role in the process of regional specialized wholesale and retail business in shopping malls, by reviewing previous studies scholars on regional specialty of wholesale and retail mall customer knowledge management processes and evaluation contains exactly what previous studies did not give a relevant answer.Based on the specific business practice as well as previous studies scholars specialized market research practice of precipitated "regional specialized wholesale mall" in the definition,and recalled the customer relationship management, knowledge management, customer knowledge, customer knowledge management theory, build a regional shopping malls professional wholesale customers theoretical framework of knowledge management processes and evaluation,the use of standardized case study approach, through first-hand information, secondary data collection, data coding, coding analysis, case studies and other processes in practice HB mall as the analysis object, the theoretical framework established was verified, obtained on regional specialized wholesale mall customer knowledge management conclusions.Carded and analysis of the theory of the case of this article, we find that:(1) regional specialized wholesale mall should take diversified customer knowledge acquisition program. Mall To obtain accurate and comprehensive customer knowledge, we need to carry out a variety of ways to obtain, to ensure comprehensive customer knowledge management on the source.(2)regional specialized wholesale mall should use the full range of customer knowledge integrationmode. The mall should implement a variety of angles customer knowledge integration, the enterprise customer knowledge base horizontal and vertical integration.(3) the need to establish a regional mall specialized wholesale multi-dimensional customer knowledge sharing model. To ensure customer knowledge sharing within the enterprise, and customers to share and to achieve shared shared between employers and employees, and employees and between employees,customers and employees shared between.(4) regional wholesale and retail shopping centers should be more professional level of knowledge for client applications. Customer knowledge to run a business is not only a single application space, the mall management decision problems faced by customer knowledge can be applied to them.(5) regional specialized wholesale mall should be implemented divergent customer knowledge and innovation. In the specific customer knowledge innovation mall operations, we will focus on mobilizing the enthusiasm of employees,encourage the exchange among employees to achieve the customer knowledge innovation.(6)regional shopping malls professional wholesale customer knowledge management can improve the performance of shopping malls. Mainly for internal customers malls occupancy rate, internal customer retention rate, increase market share and the mall customer satisfaction, customer loyalty,employee loyalty increase, better than the competition in order to gain a competitive advantage, so that the performance of the mall performing better.In this paper, the use of standardized case study approach to regional shopping malls professional wholesale and retail customer knowledge management is studied, which is a methodological innovation in the study of customer knowledge management, as well as the follow-up study of customer knowledge management provides a research idea and the present study also enriched the theory of customer knowledge management, providing some directional guidance for regional shopping centers specialized in wholesale and retail customer knowledge management.