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Customer Knowledge
Customer knowledge (CK) is the combination of experience, value and insight information which is needed, created and absorbed during the transaction and exchange between the customers and enterprise. Campbell (2003) defines customer knowledge as: "organized and structured information about the customer as a result of systematic processing". According to Mitussis et al. (2006), customer knowledge is identified as one of the more complex types of knowledge, since customer knowledge can be captured from different sources and channels. Classification Various classifications exist: Gebert et al. (2002), classified customer knowledge from an organization's perspective into three types: #knowledge about customers: is gained mainly by service management, offer management, complaint management and, if available, contract management. The main user processes of knowledge regarding the customer are campaign management and service management, because both processes personalize their services base ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer
In sales, commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product or an idea - obtained from a seller, vendor, or supplier via a financial transaction or exchange for money or some other valuable consideration. Etymology and terminology Early societies relied on a gift economy based on favours. Later, as commerce developed, less permanent human relations were formed, depending more on transitory needs rather than enduring social desires. Customers are generally said to be the purchasers of goods and services, while clients are those who receive personalized advice and solutions. Although such distinctions have no contemporary semantic weight, agencies such as law firms, film studios, and health care providers tend to prefer ''client'', while grocery stores, banks, and restaurants tend to prefer '' customer'' instead. Clients The term client is derived from Latin ''clients'' or ''care'' meaning "to ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Knowledge Management
Knowledge management (KM) is the collection of methods relating to creating, sharing, using and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieve organisational objectives by making the best use of knowledge. An established List of academic disciplines, discipline since 1991, KM includes courses taught in the fields of business administration, information systems, management, Library science, library, and information science. Other fields may contribute to KM research, including information and media, computer science, public health and policy, public policy. Several universities offer dedicated master's degrees in knowledge management. Many large companies, public institutions, and non-profit organisations have resources dedicated to internal KM efforts, often as a part of their strategic management, business strategy, information technology, IT, or human resource management departments. Several consulting companies ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Information Systems
An information system (IS) is a formal, sociotechnical, organizational system designed to collect, process, information storage, store, and information distribution, distribute information. From a sociotechnical perspective, information systems are composed by four components: task, people, structure (or roles), and technology. Information systems can be defined as an integration of components for collection, storage and data processing, processing of data of which the data is used to provide information, contribute to knowledge as well as digital products that facilitate decision making. A computer information system is a system that is composed of people and computers that processes or interprets information. The term is also sometimes used to simply refer to a computer, computer system with software installed. "Information systems" is also an academic field study about systems with a specific reference to information and the complementary networks of computer hardware and soft ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of Knowledge Management Practice
The ''Journal of Knowledge Management Practice'' is an interdisciplinary peer-reviewed quarterly academic journal covering knowledge management and its practical applications. It is published online in electronic format only. See also *''Electronic Journal of Knowledge Management'' *''Journal of Knowledge Management The ''Journal of Knowledge Management'' is a peer-reviewed academic journal covering knowledge management. According to the ''Journal Citation Reports'', the journal has a 2021 impact factor of 8.689. See also *''Electronic Journal of Knowledge M ...'' External links * Knowledge management journals Publications established in 1999 Quarterly journals Publications established in 1998 English-language journals {{management-journal-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Journal Of Knowledge Management
The ''Journal of Knowledge Management'' is a peer-reviewed academic journal covering knowledge management. According to the ''Journal Citation Reports'', the journal has a 2021 impact factor of 8.689. See also *''Electronic Journal of Knowledge Management'' *''Journal of Knowledge Management Practice The ''Journal of Knowledge Management Practice'' is an interdisciplinary peer-reviewed quarterly academic journal covering knowledge management and its practical applications. It is published online in electronic format only. See also *''Electr ...'' References External links * Knowledge management journals English-language journals Publications established in 1997 Emerald Group Publishing academic journals {{management-journal-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Electronic Journal Of Knowledge Management
The ''Electronic Journal of Knowledge Management'' (''EJKM'') is a peer-reviewed academic journal that contributes to the development of both theory and practice in the field of knowledge management and provides perspectives on topics relevant to the study, implementation, and management of knowledge management. It accepts academic papers, topical articles and case studies dealing with the research in, and practice of, knowledge management. See also *''Journal of Knowledge Management'' *''Journal of Knowledge Management Practice The ''Journal of Knowledge Management Practice'' is an interdisciplinary peer-reviewed quarterly academic journal covering knowledge management and its practical applications. It is published online in electronic format only. See also *''Electr ...'' Knowledge management journals Publications established in 2003 Online-only journals {{management-journal-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Knowledge Transfer
Knowledge transfer is the sharing or disseminating of knowledge and the providing of inputs to problem solving. In organizational theory, knowledge transfer is the practical problem of transferring knowledge from one part of the organization to another. Like knowledge management, knowledge transfer seeks to organize, create, capture or distribute knowledge and ensure its availability for future users. It is considered to be more than just a communication problem. If it were merely that, then a memorandum, an e-mail or a meeting would accomplish the knowledge transfer. Knowledge transfer is more complex because: * knowledge resides in organizational members, tools, tasks, and their subnetworks and * much knowledge in organizations is tacit or hard to articulate. The subject has been taken up under the title of knowledge management since the 1990s. The term has also been applied to the transfer of knowledge at the international level. In business, knowledge transfer now has be ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Knowledge Engineering
Knowledge engineering (KE) refers to all technical, scientific and social aspects involved in building, maintaining and using knowledge-based systems. Background Expert systems One of the first examples of an expert system was MYCIN, an application to perform medical diagnosis. In the MYCIN example, the domain experts were medical doctors and the knowledge represented was their expertise in diagnosis. Expert systems were first developed in artificial intelligence laboratories as an attempt to understand complex human decision making. Based on positive results from these initial prototypes, the technology was adopted by the US business community (and later worldwide) in the 1980s. The Stanford heuristic programming projects led by Edward Feigenbaum was one of the leaders in defining and developing the first expert systems. History In the earliest days of expert systems there was little or no formal process for the creation of the software. Researchers just sat down with dom ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Management
Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high-performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain. Among typical manufacturers, post-sale services (maintenance, repair, and parts) account for less than 20% of revenue. But among the most innovative companies in service, those same activities often generate more than 50% of the profits. Benefits The ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Intelligence
Customer intelligence (CI) as part of business intelligence is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective customer relationships and improve decision-making by vendors. CRM Customer intelligence is a key component of effective customer relationship management (CRM), and when effectively implemented it is a rich source of insight into the behaviour and experience of a company's customer base. As an example, some customers walk into a store and walk out without buying anything. Information about these customers/prospects (or their visits) may not exist in a traditional CRM system, as no sales are entered on the store cash register. Although no commercial transaction took place, knowing ''why'' customers leave the store (perhaps by asking them, or a store employee, to complete a survey) and using this data to make inferences about customer behaviour, is an example of CI. Process Cust ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
