Study Of The Enhancement Of Competitiveness Of Enterprises Based On The Nature Of Customer Knowledge

In the era of knowledge economy, with the customers who are the resource of enterprises becoming more and more important, the competitiveness of enterprises is more decided by customer knowledge that it controls. The research before did not give enough importance to the nature of customer knowledge. According to its nature, customer knowledge can be divided to explicit customer knowledge and tacit customer knowledge. Because of the nature, the two have different effect on competitiveness of enterprises. So it is very important to manage the two according to the nature.In this paper, the nature of customer knowledge is discussed. According to the nature, customer knowledge is divided to explicit customer knowledge and tacit customer knowledge. Then give definitions to the two kinds of customer knowledge. The inner relations of two kinds of customer knowledge which are discussed based on SECI model are not ignored. On the base of the discussion of the nature of customer knowledge, find ways to manage customer knowledge. Give ways to get explicit customer knowledge, find the obstacles which hinder the share of explicit customer knowledge and find ways to make the share of explicit customer knowledge efficiently. Then give ways to get tacit knowledge, find the obstacles which hinder the share of tacit customer knowledge and find the ways to make the share of tacit customer knowledge efficiently. Then discuss the importance of customer knowledge management to the competitiveness of enterprises. In order to show the research on the nature of the customer knowledge, there are two cases, CMB and SAP, to analysis the results that have realized and the problems that still exist in companies.In accordance with the research results, the article provides advices for enterprises to use customer knowledge to enhance the competitiveness of enterprises: customer development based on customer knowledge; new product development based on customer knowledge; corporation management with customer participation; corporation innovation based on customer knowledge; creating customer knowledge innovation-leading corporate culture; improvement of human resource management, and expects the future research.