Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 31903
Proposing a Conceptual Model of Customer Knowledge Management: A Study of CKM Tools in British Dotcoms

Authors: Mehdi Shami Zanjani, Roshanak Rouzbehani, Hosein Dabbagh


Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.

Keywords: Customer knowledge, customer knowledge management, knowledge management, B2C E-commerce.

Digital Object Identifier (DOI):

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3194


[1] Alavi, M. and D.E. Leidenr. Knowledge Management System: Issue, Challenges and Benefits, Communication of the AIS, 1:7, 1999.
[2] Blosch, M.; Customer Knowledge, Knowledge and Process Management, 2000, Vol. 4, No. 4, pp. 265- 268.
[3] Davenport TH and Prusak L (1997). Working Knowledge: How Organizations Manage What They Know. Harvard Business Press: Cambridge, MA, p. 5.
[4] Davenport, T.H., Harris, J.G., Kohli, A.K., 2001. How do they know their customers so well? MIT Sloan Management Review Winter, 63-73.
[5] Davenport, T.H. and Probst, G.J.B. (2001) Knowledge Management Case Book. Weinheim, Wiley.
[6] Derliyski, Z.; Frohlich, C. (2004) Obtaining and Leveraging Customer Knowledge for Customer-Oriented Products, Department of Business Administration, University of Kristianstad.
[7] Drucker, P.F (1993) Post-Capitalist Society, Oxford: Butterworth Heinemann.
[8] Drucker, P.F. Knowledge Worker Productivity - The Biggest Challenge, California Management Review, 1999, 2(41), 79-94.
[9] Garcia-Murillo, M. & Annabi, H. Customer Knowledge Management, Journal of the Operational Research Society, 2002, 53), 875-884.
[10] Gibbert, M.; Leibold, M. and Probst, G. (2002) Five Style of Customer Knowledge Management, and How Smart Companies Use Them to Create Value, (accessed 2004/02/10).
[11] Plessis, M. Boon, J.A. Knowledge management in eBusiness and customer relationship management: South African case study findings, International Journal of Information Management 24 73-86, 2004.
[12] Gebert, H., M. Geib, L. Kolbe and W. Brenner. Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, Kempston, Vol. 7, No. 5, 2003, p. 107-123.
[13] Nah, F.; Siau, K.; Tlan, Y. & Ling, M. Knowledge Management Mechanism In E-Commerce: A Study of Online Retailing and Auction Sites, Journal of Computer Information System, 2002; 42, 5.
[14] Rowley, J.E.; Reflection on Customer Knowledge Management in EBusiness, Qualitative Market Research; 2002; 5, 4; pg. 268.
[15] Rusell, B. (1961) A History of Western Philosophy, London: Unwin Hyman.
[16] Salomann, H.; Dous, M.; Kolbe, L.; & Brenner. W. Rejuvenating Customer Management: How to Make knowledge For, From and About Customer Work, Journal of European Management, 2005, Vol. 23, No. 4, pp. 392- 403.
[17] Stauss, B. (2002): Kundenwissens-Management (Customer Knowledge Management), In: Bohler, H. (2002): Marketngmanagement und Unternehmensfuhrung, Stuttgart, pp. 273-295.
[18] Tiwana, A. The Essential Guide to Knowledge Management, Upper Saddle River, NJ: Prentice Hall, 2001.
[19] Toffler, A. (1980) The Third Wave. Morrow, New York.
[20] J.Stefanou, C.; Sarmaniotis, C. CRM and customer-centric knowledge management: an empirical research, Business Process Management Journal, 2003, Vol.9, No. 5, pp. 617-634.
[21] Customer Knowledge Management: Adding Value for our Customer, Queen-s University.