客户知识管理及其实现过程研究

客户知识是企业最重要的知识来源，本文研究客户知识的概念、构成和基本理念，进一步研究了客户知识管理的概念和实现过程，构建客户知识发现和获取模型以及客户知识智能化实现模型，总结了客户知识管理的核心是建立企业与客户之间开放、互动、互利的知识共享系统。

Customer Knowledge Management and Its Realizing Process

Customer knowledge is the most important knowledge resource of enterprises.This paper firstly studies the concept,formation and fundamental idea of customer knowledge,further analyzes its concept and realizing process,and constructs customer knowledge discovery and acquisition model,customer knowledge intellectualized realizing model.Finally the paper sums up the core of customer knowledge management is to build the open,interactive,mutually beneficial knowledge sharing system between enterprises and custom...