“…There are significant challenges regarding the transfer and integration of customer knowledge inside software companies [7,8,9,10]. A lack of senior management commitment to CKM, poor communication, a lack of cultural readiness, and a lack of customer management skills are barriers to the design and implementation of CKM [9,10,11,12]. Most major problems for the effective application of CKM in many companies are organizational and not technical [1,2,13,14,15,16].…”