The Empirical Study Of Relationship Between Customer Knowledge Management Capability And Customer Knowledge Management Performance

With the Market competition’s intensification, companies are increasingly strengthen the focus on customers, so customer research more and more academic attention. When corporate distress in the current customer relationship management and maintain fails to achieve the desired effect, academics began to explore the research on customer knowledge management, customer knowledge management is to appear along with the continuous development of knowledge management and customer relationship management research topic. Customer knowledge management has focused on the definition of customer knowledge management connotation, customer knowledge management processes and applications; however, for customer knowledge management capabilities are including what capacity,Customer knowledge management capabilities are how to affect the performance of customer knowledge management,these questions did not do in-depth analysis. This paper is a preliminary study on the composition of the customer knowledge management capabilities and customer knowledge management performance, and both affect the mechanism of the use of empirical research conducted exploratory analysis.Entire article to the main line of the relationship between customer knowledge management capabilities and customer knowledge management performance, in order to better analyze the relationship between, first sort out the relevant literature on the basis of the initial establishment of a customer knowledge management and performance evaluation index system,in order to verify the relationship between quantitative. Based on theoretical research and survey analysis, Customer knowledge management capabilities is divided into two categories:process and environmental support capacity; customer knowledge management performance is divided into four categories: financial indicators, customer indicators, indicators of business processes, learning and growth indicators. In the process of establishing index system, relationship model for customer knowledge management capability and performance is initially established, and the research hypothesis.Through Empirical Study,on the base of a large number questionnaires, we come to the following conclusions:First, the process of customer knowledge management has a significant role in the customer knowledge management performance, learning and growth performance is the most obvious; Second. environmental support capacity also significantly affected the customer knowledge management performance. The impact of customer knowledge management capability on the performance of customer knowledge management mechanism of guiding significance for the effective implementation of customer knowledge management, the results validated by empirical research to look forward to the follow-up implementation of the relevant management and research of theoretical and practical significance.