Research On Customer Knowledge Management Implementation System

With the fierce competition in the market increasingly, knowledge will gradually replace the traditional production factors, such as land, labor and capital, and it will become the most important resource in enterprise. At the same time, the technology, methods, processes and tools of Knowledge Management become the most important source of enterprise competitive advantages, even they are the only source, besides Customer Knowledge Management is the application of customers knowledge and the establishment to customer relationship, in order to achieve the enterprises'strategy and maximize the value of customers. As a result, the implementation of Customer Knowledge Management in enterprises can enhance customer satisfaction and customer loyalty, build a solid competitive advantages and attain the sustainable development.In this paper, based on the theory of Knowledge Management and Customer Relationship Management, discusses in-depth the theory and system of Customer Knowledge Management. Firstly, it analyzes the research background of Customer Knowledge Management. The capacity about customer-centered, listenning to customers'wishes and responding rapidly to the changing customer expectations and needs will becoming the key to business success. The paper also expounds the ideas and contents of this study under the current environment. Secondly, the text analyzes the theoretical foundation of Customer Knowledge Management, including the theory of Knowledge Management and Customer Relationship Management. And it elaborates on the conception of customer knowledge competence, then the paper demonstrates five types of Customer Knowledge Management based on customer knowledge competence. Thirdly, to the core issue. of Customer Knowledge Management, combining with the theory of Customer Relationship Management competence, it studies the implementation framework of Customer Knowledge Management, including its implementation targets,principles and influencing factors. Fourthly, according to the actual implementation conditions of Customer Knowledge Management, this paper focuses on the implementation strategies and process of customer knowledge management, and proposes a Customer Knowledge Management strategy about systematic, market and social system management and a integration process based on BPR and the Involvement Theory. Furthermore, it makes use of CMAT methods to take the systematic evaluation of the proformance of its implementation. At last, with the implementation practice of Shaanxi Auto Group Customer Knowledge Management does an empirical analysis in this paper, then makes full use of the theory of Customer Knowledge Management, also to further increases its practical significance.