Research On Enterprise Customer Knowledge Management Mode

The increasingly fierce market competition results shifting customer resource to the management center, customer resource become an important source of competition. How to tap into and expand client resources became a key to take market advantage. If the company can establish mechanisms for exchanging and sharing knowledge with clients closely and understand the customers and customer knowledge, it will be undoubtedly close to the market and greatly enhance the accuracy of the company's decision-making and market competitiveness. The purpose of this paper is based on this view. It concerned about how KM concept and technology will be applied in the fields of CRM as to find more effective management method for customer knowledge. Striving for preliminary study and review of CKM theory and practical operation, we hope that it will be able to provide a more systemic blueprint for Chinese enterprise's CKM practice.In this paper we use theoretical research methods to form the basic viewpoints of this thesis by referring to the forefront of KM and CRM model and experience. Literature analysis and comprehensive analysis are also used in this paper. This paper combined the domestic and overseas classical theory of CKM process and specific thing of customer to construct customer knowledge acquisition, sharing, application and innovation model and to bring forward corresponding measures and methods. Combining all aspects of the design process, this paper analyzed and improved the CKM tools. By designing the CKM index system, using AHP to determine the index weight and combining fuzzy comprehensive evaluation to assess the overall level of CKM.It used KM theory and methods in the study of CRM to research CKM model. The conclusions are as follows: 1. CKM can effectively use the customer knowledge, adopt new business model to expand the scope of business activities and timely take advantage of the new market opportunities as to get more market share. 2. The key processes of CKM are customer knowledge acquisition, sharing application and innovation. In this closed-cycle process, customer knowledge acquisition is the prerequisite of CKM, Sharing is the tool, application is the purpose, and innovation is the source of motive. 3. In enterprise CKM activities, customer knowledge acquisition, storage, sharing, application and innovation are all closely related to technical support. 4. AHP and fuzzy comprehensive evaluation are ideal methods to determine the index weight and evaluate the level of CKM.The innovations in this paper showed a perfect and concise CKM mode for readers with the CKM concept, process modeling framework, technical analysis and evaluation systematic design. This will provide a theoretical basis for CKM theory and practice and have a guide function for the implementation of CKM.