Research Of Customer Knowledge Management System

21 century is the times of customer-oriented knowledge economy. The competition between companies becomes more and more intensive. We should have the ability of Customer-Aligned to win the competition.In this situation, in order to acquire competitive advantage, many companies have used Customer Knowledge Management System (CKMS). Customer Knowledge Management (CKM) integrates Customer Relationship Management (CRM) and Knowledge Management (KM). Applying the CKM system, enterprises can fully take advantage of CRM and KM, and decrease cost and risk. CKMS will benefit both customers and enterprises in the future.In this paper, we describe the structure of CKMS and discuss some key problems in the process of using the system. Firstly, we use a questionnaire to research the demand of the CKM system, and conclude the function demand according to the use of SPSS. Secondly, considering the basic process of CRM and KM, we build a system framework of CKMS, and set up a model of CKM system with UML. Finally, with the analysis method of AHP, we discuss the solution of CKM system and give the steps of its implementation.