Customer knowledge management models: Assessment and proposal

Abstract

In the current economy, customer knowledge is a key asset and a sustainable source of competitive advantage, which exerts an impact on the implementation of most processes in any organization. Efficient utilization of customer knowledge determines the development of a company. The main purpose of this paper is to present a review and assessment of presented in literature customer knowledge management models and to purpose an integrated management model for customer knowledge. This model should help in understanding how to manage customer knowledge in order to improve customer value. © 2011 Springer-Verlag Berlin Heidelberg.