Construction Of Model On Customer Knowledge Management

In an increasingly competitive today, as a very important asset for enterprises, customer knowledge becomes more and more important to create competitive advantages. Thus, the enterprises pay more attention to customer knowledge management, aiming to be sensitive to perceive changes in customer needs, identify and segment of the user's needs, and recognize the potential customers and new market opportunities through the grasp of the knowledge of customer.Many enterprises have found it difficult to transform their firms through programs of customer knowledge management. This research discusses the relationship between firm performance and customer knowledge management as well as the five procedures that it includes. The results provide a basis for understanding the competitive predisposition of a firm as it enters a program of customer knowledge management and a theoretical guidance for Chinese enterprises to carry out customer knowledge management effectively.This dissertation starts with review of abundant literature, then it summarizes some key concepts, sets boundary of research subjects, clarifies the theoretical rationale of the research, and concludes model construction about customer knowledge management. Based on the efforts, this dissertation puts forward a conceptual model on the customer knowledge management based on the procedures. On the basis of theoretical analysis, this dissertation brings forward a research model and some hypotheses for empirical research, makes investigation, analyzes the result of questionnaire investigation with SPSS 11.5.According to the result of investigation and data analysis, several research conclusions are drawn and the research model and hypotheses are adjusted. It is pointed out that customer knowledge management consists of five dimensions, namely customer knowledge acquisition, customer knowledge integration, customer knowledge sharing, customer knowledge application and customer knowledge innovation, customer knowledge acquisition, customer knowledge application and customer knowledge innovation affected business visible and invisible performance very much.; customer knowledge integration s not without exception notable for the impact on the business visible and invisible performance; customer knowledge sharing is only remarkable to the business visible performance.The significance of this study is to construct a model of customer knowledge management based on process, and has carried on the empirical analysis confirmation. This paper will enrich the customer knowledge management research theory, especially empirical study domain. Research results will help enterprises to carry out the implementation of customer knowledge management, and to provide a theoretical guide.