| 顾客知识管理的概念与体系 |
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| 引用本文： | 杨毅,董大海,郑兵. 顾客知识管理的概念与体系[J]. 商业研究, 2005, 0(1): 46-48 |
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| 作者姓名： | 杨毅 董大海 郑兵 |
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| 作者单位： | 大连理工大学,管理学院,辽宁,大连,116024 |
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| 基金项目： | 国家重点学科管理科学与工程交叉研究项目,项目编号:1200-888M07. |
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| 摘 要： | 知识经济时代的顾客是个性化、多样化的,顾客需求趋于多元化,企业只有有效地进行顾客知识管理,才能认知顾客、管理顾客关系和交付顾客价值。因此,顾客知识管理将会是企业新的竞争优势的重要来源。
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| 关 键 词： | 顾客知识 顾客知识管理 价值链 竞争优势 |
| 文章编号： | 1001-148X(2005)01-0046-03 |
| 修稿时间： | 2003-11-25 |
The Concept and System of Customer Knowledge Management |
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| Abstract: | Customers are individualized and pluralistic in the age of knowledge-based economy. Needs and wants of customers become increasingly diversified. In order to cognize customer and manage customer relationship and deliver customer value, enterprises must effectively deal with customer knowledge and customer knowledge management. So customer knowledge management may help to achieve new competitive advantages for enterprise. |
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| Keywords: | customer knowledge customer knowledge management value chain competitive advantage |
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