In many instances, customers are seen as one of the key resources for new product development (NPD), as they often have deep product knowledge as well as experience and creativity potential gained by regular product usage. From knowledge management perspective, customers’ input to NPD is manifested in different forms of knowledge. Customers’ input to NPD typically reflects their needs and desir...

With the progress of economic globalization and the coming of knowledge economy, customers have become valuable resources grabbed by enterprises. How to retain old customers and obtain new customers is the main content and purpose of Customer Knowledge Management (CKM). Following the introduction in section 1, we analyze the need for ontology building in implementing CKM strategy considering th...

The concepts of customer relationship management (CRM) and knowledge management (KM) have been recently gaining wide attention in business and academia. Both approaches focus on allocating resources to supportive business activities in order to gain competitive advantages. CRM focus on managing the relationship between a company an its current and prospective customer base as a key to success. ...

Services that are delivered over the Internet—e-services— pose unique problems yet offer unprecedented opportunities. In this paper, we classify e-services along the dimensions of their level of digitization and the nature of their target markets (business-to-business, business-toconsumer, consumer-to-consumer). Using the case of application services, we analyze how they differ from traditional...

It is evident that there is a strong competition among organizations and a sort of rapid change in the business environment is taking place. Therefore; organizations start thinking of how to improve their processes to stay competent. Knowledge has become a strategic resource and a basis of competitive advantage in the organization. However, many organizations lost sight of managing Knowledge to...

Customer involvement in product and service development (CIPS) is recognized as important for firms; yet the role of Information Technology (IT) in facilitating CIPS is understudied. We examine two enterprise technologies which improve knowledge available to decision makers: Business Intelligence (BI) and Customer Relationship Management (CRM). While CRM provides transactional information and k...

in recent decade, with increasing competition, attracting and retaining customers are known as the most valuable competitive tool for many organizations. customers have a key role in success of businesses, so the managing of customers' relationship is one of organization priorities. although some organizations have customer relationship management, they are not able to absorb customer sati...

This paper aimed at examining the role of various interactive technologies in aiding Electronic Customer Knowledge Management Systems (E-CKMS). The development of E-CKMS encounters several challenges including trust and knowledge hoarding, and comparative studies that evaluate the potential of interactive technologies are lacking. Therefore, an investigation was carried out to uncover this pote...

This chapter is intended to give an overview of knowledge management (KM), and to explore its extension to the marketing discipline. It is basically aimed to set the stage for the conceptualisation of knowledgebased complaint management rather than to provide a thorough and exhaustive literature review of the KM theory per se. Therefore the contribution of the chapter in hand lies in the fact t...

intellectual capital is set of knowledge-based assets that belongs to an organization and will add value to key organizational stakeholders and this leads to a better competitive situation. the objective of this research is to investigate the relationship between intellectual capital and companies' performance in iran during 1382-1387 using lisrel software. earning per share, return on equ...