Hengyang Steel Trade Customer Knowledge Management Strategies

Economic globalization and the rapid development of network information technology accelerated the human society entering the era of knowledge management. Under the impetus of the information technology, the continuous development of knowledge management and customer relationship management promotes the emergence and development of the customer knowledge management(CKM). Customer knowledge management is the strategic policy when enterprises face with many opportunities and challenges to study how to effectively access, integrate, share, apply and innovate the customer knowledge to optimize the business value chain and meet customers'individual requirements, thus enterprises can make full use of customer knowledge to enhance corporates'value and the sustainable competitive advantage.On the basis of the theory of customer knowledge management of domestic and abroad, this paper redefines and analyzes the concept of customer knowledge and customer knowledge management, construct the basic framework of customer knowledge management, divide the process of customer knowledge management into five stages including acquisition, integration, sharing and dissemination, application and innovation and explaines each process. In addition, this paper conduct an investigation on CKM status of Hengyang Steel Tube Int'l Trading Inc. by staff interviews and a questionnaire survey, and then analyzes the feasibility and necessity of implementing CKM, which provides a reference for the the strategy research later in this article. This article focuses on the strategy research of CKM in Hengyang Steel Tube Int'l Trading Inc., and analyzes the influencing factors of customer knowledge management from the technical environment and non-technical environment. At last, according to the different requirements of the two aspects, this article suggests strategies for Hengyang Steel Tube Int'l Trading Inc. to help it successfully implementing CKM.