Study On The Development Of Corporation Customer Knowledge Management System

Under the influence of two managerial ideas of knowledge management and focusing on customers, the brand-new management model, customer knowledge management (CKM) has been received attention. The main object of CKM is to treat customer knowledge as the strategic resource of enterprises, take best of customer knowledge to increase sustainable competence and advantage of enterprises by capturing, transferring, using and creating customer knowledge, by which both customer value and company value can be maximized. The obvious difference between CKM and other management methods, like knowledge management and customer relationship management (CRM), is that the former focuses on the strategic value of both customers and knowledge for enterprises, manages customer knowledge to transform customer knowledge into useful customer relationship and organizational knowledge in order to raise organizational ability of attaining business goals.After reading the related literature in domestic and abroad, and deeply study the theory of customer knowledge manage and customer knowledge management system, this text set out from the overall situation, make use of the way of comparison, analysis, reasoning logically, and systemic reasoning, and research how to build the business enterprise's customer knowledge management system, so to provide suggestions for business enterprises. Customer knowledge management system is not totally different from the original and systematic system; it is a synthetic system that includes management methods, knowledge management, intelligence management, determination, and organization strategy development. It must be built based on information management system, decision supporting system and specialist system, because it must achieve the goal of finding, handling, managing, and using knowledge. The development of system usually uses the network technique, face to the object technique, the database technique, software development language, distribution database technique, engineering conjunction technique, knowledge pushed and sent technique, knowledge warehouse and excavation technique. The whole customer knowledge management system development can be divided into four stages: system analysis, system designing, system practice and evaluation.The results of the analysis of the entire software system is the foundation for system development, related to the success and the quality of software products, the success or failure of the software is one of the determining factors. The mission of System Requirements Analysis is not to ascertain how the system completed its work, but the systems must completed what kind of work is determined, on the target system to provide comprehensive, accurate, clear and specific requirements. It is the work of in-depth description of the function and performance, to determine restrictions of the system design, as well as other elements of the interface and definition of effectiveness requirements. The analysis of requirement for system is the foundation of whole system development, the requirement specification manual getting at this stage is an important basis for the following stages. In this stage a few problems as followed must be solved:1. The customer knowledge management system's target analysis2. Problems should be resolved in business enterprise's customer knowledge management system design3. The customer knowledge's conversion process analysis4. The business enterprise's customer knowledge management system's function model analysis5. The business enterprise's customer knowledge management system's ensemble construction analysisAfter system analysis, it is stage of system designing. After the analysis phase of work, we have a target system logic model, "what to do" to resolve problems. And our objective system design to address "how to do." There is a lot of work in the system design phase and it is heavy task. First of all, we have to determine the overall system structure, according as the system goals, functions and environmental conditions described in the manual of the system analysis. Then, in accordance with the hierarchical structure, the functional modules was divided and designed in detail, which includes:1. The design of operational system2. The design of customer interaction system3. The design of the customer data warehouse4. The design of the customer knowledge warehouse5. The design of the knowledge map 6. The design of the knowledge community7. Other design of the customer knowledge management systemThen it is the system practice stage. The business enterprise need credible system practice steps for CKMS practice. According the three-phase, seven-step model of Amrit's KCRM practice, this text brings up CKMS practice steps, which includes:1. Strategic plan of customer knowledge management2. Customer knowledge resources analysis3. Technical support of customer knowledge management4. Construct the business enterprise culture5. Choose CKMS practice projects6. Constitute project practice team7. System evaluationAs to the system evaluation, using the Balanced Scorecard theory and focusing on customer knowledge management strategy, we could set specific targets from four aspects which are the financial, customers, internal processes and learning and growth. So the business enterprises can effectively evaluate customer knowledge management system implementation.Now customer knowledge management system is still a new research realm. But with the development of information technique and management theories, particularly with people's ideas renewal, customer knowledge management system will be gradually perfect and mature. It will play an important role in the future.