Study On The Acquisition, Sharing And Management Evaluation Of Tacit Customer Knowledge

Customer knowledge management is the core task or the development tendency of customer relationship management. However, CRM pays more attention to DW, DD for a long time. The familiar solutions in the same industry result in less difference between companies. Enterprises must transform themselves from technology to a new business strategy, developing innovation-oriented CRM strategy.Learning from customer, acquiring more valuable knowledge-"Tacit Customer Knowledge" from customer has become the new tendency of CRM. This paper uses the principle of tacit knowledge management in the field of customer knowledge management firstly, treating customers as the fountain of enterprise and the promotion of organization study. Enterprises should not only to devote themselves to technology, but also to absorb and exploit the tacit customer knowledge via all lands of available communication ditches, and realize innovation together at last.Firstly, my paper excogitates the pyramid model of customer alliance accord with the relationship between distribution of customer value and knowledge value. Then studies the run- mechanism of such alliance based on the game theory. Then, it proposes the core model of this paper-customer alliance based tacit customer knowledge conversion model. This model demonstrates the tacit customer knowledge's detailed diversion mode, and relates the tacit customer knowledge management to the diversion mode. Such research work provides clear method for TCKM. At the end of chapter four, the paper also presents what enterprise should do to facilitate the knowledge conversion from three perspectives: human resource management; organizational structure and organizational culture. Thereby, ensuring a good organization environment.Knowledge management measure system is the organism of enterprise knowledge management. To ensure the completion of the TCKM, I also build the synthetic measure system of TCKM. Considering the peculiarity of TCKM, this article proposes two measure systems, one is a result indexes system, and another is process indexes system. The synthesis of them can work out more meaningful results. According to the synthetic measure matrices in this paper, four possible results are analyzed respectively.This paper expounds a systematical method of TCKM. It is the new application of tacit knowledge management. To the innovation- pursuit enterprises, it is significant.