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Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value

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  • Gibbert, Michael
  • Leibold, Marius
  • Probst, Gilbert
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    Abstract

    Corporations are beginning to realize that the proverbial 'if we only knew what we know' also includes 'if we only knew what our customers know.' The authors discuss the concept of Customer Knowledge Management (CKM), which refers to the management of knowledge from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences prevalent in previous work on knowledge management and customer relationship management. Five styles of CKM are proposed and practically illustrated by way of corporate examples. Implications are discussed for knowledge management, the resource based view, and strategy process research.

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    Bibliographic Info

    Article provided by Elsevier in its journal European Management Journal.

    Volume (Year): 20 (2002)
    Issue (Month): 5 (October)
    Pages: 459-469

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    Handle: RePEc:eee:eurman:v:20:y:2002:i:5:p:459-469

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    Related research

    Keywords: Knowledge management Customer relationship management Customer knowledge management Resource based view Strategy process Value creation;

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    Cited by:
    1. Levén, Per & Holmström, Jonny & Mathiassen, Lars, 2014. "Managing research and innovation networks: Evidence from a government sponsored cross-industry program," Research Policy, Elsevier, vol. 43(1), pages 156-168.
    2. Mitja Kozjan & Doris Gomezelj Omerzel, 2011. "How Do Companies Treat Their Knowledge For managing the Company's Brand?," MIC 2011: Managing Sustainability? Proceedings of the 12th International Conference, Portorož, 23–26 November 2011 [Selected Papers], University of Primorska, Faculty of Management Koper.

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