Proposing a customer knowledge management model for customer value augmentation: A home appliances case study

Abstract

Customer Relationship Management (CRM) plays a prominent role in enabling businesses to meet their customers' needs, and therefore it acts as a catalyst in the process of creating and delivering value to them. As CRM concerns managing customer knowledge, it can be considered as a subset of Knowledge Management (KM). Therefore, in this study, the effort has been made to propose a Customer Knowledge Management (CKM) process model to compensate the existing lack of a study integrating CRM and KM with the aim of customer value augmentation. In this CKM model, all forms of CRM are employed to support all the phases of CKM. Finally, a home appliances case is studied to illustrate the proposed CKM model. © 2012 Macmillan Publishers Ltd.