Mini-Track: Customer Knowledge Management

Customer Knowledge Management and E-commerce: The role of customer perceived risk

“…Through CKM Web applications, organisations may obtain vital knowledge, adding an extra dimension to marketing research activity (Cheung & Huang, 2002) and improving customer service. Managing the collection, storage and distribution of relevant knowledge requires the integration of KM and CRM resulting in CKM (Kolbe & Geib, 2005). Web-based customer data become an important source for KM (Chou & Lin, 2002) and the challenge is to convert customer data and information to knowledge (Martin, 2001;Maswera et al, 2006;Rowley, 2002), in order to segment the market (Davenport, Harris, & Kohli, 2001;Su et al, 2006), to customize products and marketing (Martin, 2001;Maswera et al, 2006), to provide exceptional customer service (Martin, 2001;Shah & Murtaza, 2005), to shorten product development cycles and reduce the risk of the DNP process (Su et al, 2006), to impact the customer's perception of service quality (Saloman et al, 2005) and achieve greater customer loyalty and retention (Martin, 2001).…”

“…In other words, the success of e-commerce increasingly depends on knowledge management (Borges, Almeida, Gomes, & Cabral, 2007;Saeed, Grover, & Hwang, 2005). Customer Knowledge Management (CKM) is the application of knowledge management (KM) instruments and techniques to support the exchange of knowledge between an enterprise and its customers (Kolbe & Geib, 2005;Rollins & Halinen, 2005;Rowley, 2002), enabling the company to make appropriate strategic business decisions (Rowley, 2002;Su, Chen, & Sha, 2006). However, there is still a need to further elaborate on the concepts of customer knowledge and CKM (Rollins & Halinen, 2005), since the critical role of KM in gaining competitive advantage in the market (Ofek & Sarvary, 2001) and within the e-commerce context (Du Plessis & Boon, 2004;Tsai & Shih, 2004) is far from fully understood.…”

Proposing a conceptual framework for customer identity and access management

“…Therefore, customer knowledge management (CKM) has an important role which needs to be considered. CKM is the application of knowledge management processes and tools to support the exchange of knowledge between an enterprise and its customers (Kolbe and Geib, 2005; Rollins and Halinen, 2005; Rowley, 2002), enabling companies to formulate appropriate business policies (Rowley, 2002; Su, Chen and Sha, 2006). CKM can be considered as the processes to capture, share, transfer and apply the data, information and knowledge related to users or customers.…”