Investigation of Customer Knowledge Management (CKM) Dimensions: A Survey Research

Abstract

Nowadays, regarding its widespread and extensive competition, polymeric fittings and pipe industry is in need of using applicable systems in identifying, attracting, and retaining customers. Therefore, Customer Knowledge Management (CKM) system, which aims at promoting and perfecting the quality of customer-organization interrelation , can be of great help and assistance to those organizations dealing with this type of industry. Consequently, the aim of the present article is to investigate and assess the four dimensions of CKM in polymeric pipe & fitting manufacturers in one of the strongest and most active centers, Isfahan province. The results reveal that the organizations dealing with this type of industry are demonstrating a very weak and feeble connection among the four dimensions of Content, Competence, Collaboration, and Composition of CKM.