Developing a Concept of Customer Knowledge Management

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6 Νοε 2013 (πριν από 3 χρόνια και 8 μήνες)

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Information Te
chnology Integration

Develop
ing

a
Concept of Customer Knowledge Management



Project Team

The project team is facilitated

by the IT Manager

of Draeger Safety UK



Mike Henderson

in
collaboration with

Northumbria University team


Dr Petia Sice and Tan Hong Guat.

Objectives

The objectives of the project are:

1.

To explain the divergent perspective
s of CRM

2.

To explore customer information and knowledge ecology

3.

To develop
a model for effective
Customer K
nowledge Management (CKM)


Customer Knowledge Management Model






































Marketing






Campaign management







Contact Management





CUSTOMER FOCUS


Opportunity Management




Customer Service



Sales

Service Management




Offer Management





Complaints Management


Contract Management




External Environment

Business Strategy


Customer Relationship Management




Concept, mutually needs, Customer Value and

Leadership
Commitment

Interaction


Channel

Management


Management

People

CRM Processes

R
e
a
c
t
i
v
e

Knowledge for customer
(Product
)

P
r
o
a
c
t
i
v
e

Knowledge from
customer (perspective)

Knowledge about customer (history)

Cus
tomer

Needs, Requirements