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《Five styles of Customer Knowledge Management, and how smart》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
1、oÉéçêícáîÉ=ëíóäÉë=çÑ=`ìëíçãÉê=håçïäÉÇÖÉ=j~å~ÖÉãÉåíI=~åÇ=Üçï=ëã~êíÅçãé~åáÉë=éìí=íÜÉã=áåíç=~Åíáçådf__boqI=jáÅÜ~ÉäI=ibf_liaI=j~êáìëI=mol_pqI=dáäÄÉêíAbstractfåíÜÉ~ÑíÉêã~íÜçÑíÜÉâåçïäÉÇÖÉÉÅçåçãóIëã~êíÅçêéçê~íáçåëÄÉÖáåíçêÉ~äáòÉíÜ~ííÜÉéêçîÉêÄá~ä?áÑïÉçåäóâåçïïÜ~íïÉâåçï?~äëçáåÅäìÇÉë?áÑïÉçåäóâåÉïïÜ~íçìêÅ
2、ìëíçãÉêëâåçïK?fåíÜáëé~éÉêIíÜÉ~ìíÜçêëÇáëÅìëëíÜÉÅçåÅÉéíçÑ`ìëíçãÉêhåçïäÉÇÖÉj~å~ÖÉãÉåíE`hjFIïÜáÅÜêÉÑÉêëíçíÜÉã~å~ÖÉãÉåíçÑâåçïäÉÇÖÉÑêçãÅìëíçãÉêëIáKÉKâåçïäÉÇÖÉêÉëáÇÉåíáåÅìëíçãÉêëIáåÅçåíê~ëííçâåçïäÉÇÖÉ~ÄçìíÅìëíçãÉêëIÉKÖKÅìëíçãÉêÅÜ~ê~ÅíÉêáëíáÅë~åÇéêÉÑÉêÉåÅÉëéêÉî~äÉåíáåéêÉîáçìëïçêâçåâåçïäÉÇÖÉã~å~ÖÉãÉåí~
3、åÇÅìëíçãÉêêÉä~íáçåëÜáéã~å~ÖÉãÉåíKpìÄëÉèìÉåíäóIÑáîÉëíóäÉëçÑ`hj~êÉéêçéçëÉÇ~åÇéê~ÅíáÅ~ääó=áääìëíê~íÉÇ=Äó=ï~ó=çÑ=Åçêéçê~íÉ=Éñ~ãéäÉëKoÉÑÉêÉåÅÉdf__boqI=jáÅÜ~ÉäI=ibf_liaI=j~êáìëI=mol_pqI=dáäÄÉêíK=cáîÉ=ëíóäÉë=çÑ=`ìëíçãÉêhåçïäÉÇÖÉ=j~å~ÖÉãÉåíI=~åÇ=Üçï=ëã~êí=Åçãé~åáÉë=éìí=íÜÉã=áåíç=~ÅíáçåK=OMMO^î~áä~ÄäÉ=
4、~íWÜííéWLL~êÅÜáîÉJçìîÉêíÉKìåáÖÉKÅÜLìåáÖÉWRUNPaáëÅä~áãÉêW=ä~óçìí=çÑ=íÜáë=ÇçÅìãÉåí=ã~ó=ÇáÑÑÉê=Ñêçã=íÜÉ=éìÄäáëÜÉÇ=îÉêëáçåKx=açïåäç~ÇÉÇ=OTLNMLOMNO=~í=MUWMRWRN=z=N=L=NFivestylesofCustomerKnowledgeManagement,Andhowsmartcompaniesputthemintoaction123MichaelGibbert,MariusLeibold,GilbertProbst12Universi
5、tyofStGallen,SwitzerlandandINSEAD,France,UniversityofStellenbosch,SouthAfrica,3UniversityofGeneva,SwitzerlandE-mail:Michael.Gibbert@unisg.ch,Leibold@mweb.co.za,Gilbert.Probst@hec.unige.chAbstract.Intheaftermathoftheknowledgeeconomy,smartcorporationsbegintorealizethattheproverbial‘ifweonlykneww
6、hatweknow’alsoincludes‘ifweonlyknewwhatourcustomersknow.’Inthispaper,theauthorsdiscusstheconceptofCustomerKnowledgeManagement(CKM),whichreferstothemanagementofknowledgefromcustomers,i.e.knowledgeresidentincustomers,incontrasttoknowledgeaboutcustomers,e.g.customercharacteristicsandpreferencespr
7、evalentinpreviousworkonknowledgemanagementandcustomerrelationshipmanagement.Subsequently,fivestylesofCKMareproposedandpracticallyillustratedbywayofcorporateexamples.Keywords.KnowledgeManagement,Customerrelationshipmanagement,customerkno
