Study On Customer Knowledge Management In Supporting Erp Services

With the development of the times and the improvement of the society, the marketing competition situation has also been changed continuously. There is little distinction in product and technology among the companies, which make more and more companies focus on not only in product and technology, but also in service, channels and even the supply chain. In this situation, companies should definite the responsibility and rights and the view of the strategic on one side, make the business executed well on the other side.People always say that customers are god, without supporting of the customers, we would not survive. Consequently, in the whole management innovation process, supporting to customer service has been appreciated by more companies. However, it still stays in confused situation. There is only simple customer relation's maintenance, lacking understandings to customers, having not integrated the channel resources which touch customers directly, and hardly managing the customers' knowledge effectively. This dissertation has just researched knowledge management of customer service about the ERP software company on the basis of these problems.First of all, on the basis of reviewing related domestic and international theory, the dissertation elaborates the conception of customer knowledge and costumer knowledge management (CKM); analyze its relations and distinctions with KM and CRM and study the way to choose suitable CKM strategic according to the different business model. Secondly, on the basis of the former study, this dissertation elaborates the development of the ERP software company, and concludes the situation, model, problems of customer service. Thirdly, on the basis of the former study, dining the reasons for the ERP supporting service problems deeply, and to build in the centering of knowledge base and the whole service operation and organization learning, on the basis of other function and application, and link to partners and the customers, support the strategy of knowledge add process; further more, the dissertation study the corresponding rules for this kind of service model. After that, this dissertation study on the building of CKM appraisal system and the way to get the quotas data, hope to improve the whole service business, and to encourage the organization effectively. In the end, the writer tries to prove some of the views of this dissertation according to the case study of soft brands'application of CKM in service.To sum up, this dissertation start from the view of CKM, looks on ERP software service business as the main body, in the aims of the whole service system improvement, and on the blueprint of information platform application, hopes to build the CKM strategy on the basis of serving for the company's strategy, and rises to higher level continuously.