The Customer Knowledge Management Based On Business Process Reengineering

Human society step into era of knowledge economy, the informationization, networking, technicalization, economy globalization changed the management environments of enterprises basically. Knowledge and intelligence capital replaced the leading position of material assets, became the main factor of enterprise' s competitive .At the same time, the market competition is fiercer and fiercer, the competition advantages of enterprises are more difficult to obtain and keep, it is more and more difficult to try to figure out for consumer to become, enterprise realizes customer is one of the most important assets gradually, should be from regarding operating as the centre to change to regarding customer as the centre .Various kinds of marketing management theory and practice are bringing forth the new constantly, the theory arises at the historic moment in customer knowledge management (CKM), customer knowledge management theory is inevitable, it is the result of combination of knowledge economic development and marketing theory.Meanwhile, marketing competition appears muti-stage competitive gradually . facing to the complicated market environment,if you want to adapt to the external environment changing rapidly, not only you need adopt the advanced technological method , and also you should change business process .as a new management theory ,business process reengineering is regarded as the strategic way that win the advantage in the competition, has got great attention of academia and business circles.Customer knowledge management and business process reengineering can promote each other.on one hand, customer knowledge management is the assurance of succeeding in implementing the business process reengineering,on the other hand,business process reengineering is the condition of implementing customer knowledge management.As the change of the times, the traditional business process has been already restricting the progress and development of enterprises in the course of enterprise's development, so how utilize customer knowledge management theory transform the enterprise's traditional business procedure is worthful to research..Firstly, This text carry on deep research to customer knowledge management and business process reengineering.secondly,this text explained the interdynamic relation between the two, through an analysis of traditional enterprise's business process, built the customer knowledge management model based on businees process reengineering. Finally, this text have recommended the case that the ZHENGTAI group implemented CKM system, point out clear direction and the suitable method for Chinese enterprise utilizing customer knowledge management.