| In the21st century, the development of information technology made it possible that customers are not subject to geographical constraints any longer when they choose a business, the marketing model between businesses and their customers have been transformed. Under the new marketing mode, the production and presence of the customer knowledge with a variety of ways has become an important element for the service industry to gain market competitiveness. Software services in the services sector, for its large amount of customer information, rapid renewal of products and services, the most prominent impact by customer knowledge. Therefore, the study on customer knowledge management model for software soft-ware services sector has become one of the hot issues of customer knowledge management research. After clear the customer knowledge management features of the software services industry and combine with the existing customer knowledge management model. The purpose of the study is to research the management model for customer knowledge in the software services industry and appropriate application systems based on this management model. In order to solve the customer knowledge management problems existing in the software services industry.On the use of the basic theory, the thesis applies the customer knowledge and customer knowledge management theory, the AHM(attribute-level model) decision-making methods and the SECI model to study the related issues. Customer knowledge and its management theory are mainly used for customer knowledge categories that apply to the software services industry. AHM(attribute-level model) is an unstructured decision-making method. Its decision-making steps are similar to the Analytic Hierarchy Process, but the calculation avoid the multi-storey comparison matrix characteristic root and characteristic vector solving, which makes the computing simple and the scientific computing results are guaranteed. Small amount of calculation and strong scientific features are more suitable for the enterprise to make management mode of screening. After screening analysis of the existing customer knowledge management model in software services industry, the thesis uses AHM(attribute-level model) to analyze the customer knowledge management model category that are suitable for the software services industry and the shortcomings of screening the management model. Based on the dominant and recessive knowledge, SECI knowledge conversion model make the knowledge conversion activities. SECI knowledge conversion model which includes four knowledge conversion stages:the knowledge socialization, externalization, combination and internalization, have similarities with customer knowledge management which include knowledge representation, knowledge integration, knowledge learning and knowledge conversion activities. So the study on the customer knowledge management activities can be achieved by the comparative study.In the research on customer knowledge management model for software services, the paper proposes customer knowledge and information management model and corresponding customer knowledge management application systems that can apply to the software services industry. Customer knowledge and information management model includes the source of customer knowledge, method for four types of customer knowledge, customer knowledge conversion method that is based on SECI model and corresponding internal organizational support, which is used to solve the problems that the customer knowledge management faced in the software services industry, that is, large amount of customer information, existing types of customer knowledge not comprehensive, large cost of staff cultivation, lack of sharing customer knowledge approach and organizational support. This mode regards customer knowledge management application system as the main platform, in the research on customer knowledge management application system. The thesis gives systematic overall architectural design, systematic requirement analysis and system functional modules analysis, describes the technology of the system achievement, the application system combines the features of both the automation and the manual and be able to better take the large amounts of clients information and higher labor costs into account. Moreover, with the knowledge-sharing channels and function of system user identity management, it can be able to better solve the learning needs of the employee and information security problems.The innovations of the thesis are as follows:first of all, in the research of the determining criteria for customer knowledge sources, uses the customer knowledge source that is based on customer knowledge value matrix to determine the standards for customer classification and take different contacts according to the classification results. This approach can better solve the problems of customer services resources and customer matching that have different knowledge of value, thus can solve the overload customer information; Then, in the research of customer knowledge classification for the software services industry, the customer knowledge is divided into four categories and makes detail study on the respective access for the four types customer knowledge, proposes the fourth type of conversion process of customer knowledge; Last, in the research of application system, solve the need of employees’knowledge sharing and learning in the software services industry by setting system user management module and guarantee the safety of customer knowledge base information by setting operation to customer knowledge base from different users. |
