Research On The Appraisement Of Customer Knowledge Management Competence

As a result of increasing economic globalization and appearance of Internet, resources and information are transferred more freely and the variation of products from different enterprises is vanishing. Establishing favorable relationship with customers becomes the key issue of enterprise survival and development, which leads to the research on Customer Relationship Management (CRM) . With the development of CRM, Knowledge Management (KM) has been lead to. CRM by researchers.Customer Knowledge Management ( CKM ) studies have great strategic significance and theoretic value. But till now the study of Customer Knowledge Management has just been at the primary stage, and Lacking integrated concept and systematic research. So the author regards CKM as a promising management topic worth thorough studying.According to the phenomenon, the author tries to make systematic research on CKM theoretical frame, preparing for future research. The paper analyzes the model of CKM. Then the evaluation system of the competence of customer knowledge management is described.This paper starts with the introduction and development process of CKM. Based on it, comparative analysis of CRM, KM, CKM and CKM as the extension development of CRM is carried on. Then, the application of KM concepts and technologies in CRM, the flow of CKM systematically has been described, namely customer knowledge acquirement, customer knowledge sharing, customer knowledge application and customer knowledge innovation. Then the operating process and service process of CKM are depicted. On the basis of this, the value chain model of CKM is presented. In the model, CKM activities are divided into the basic activities and assistant activities. Basic activities are the flows of CKM and assistant activities include lead, organize environment, manpower capital and information technology. The model is regarded as the analysis frame of the competence of CKM. Then the evaluation system of the competence of customer knowledge management is described. The first class indexes of forming the competence of customer knowledge management are business process index, customer index, innovation index as well as sale performance index. The AHP analytical hierarchy process) is used to construct the comprehensive evaluation model. The formula of comprehensive evaluation score is presented.Finally, based on the above research, the strategies and tactics for improving CKMC are brought forward and the implementation method is given in detail.