Study On The Model Of Commercial Banks’ Customer Knowledge Management Based On The Theory Of Supply And Demand

In modern society, economic develop rapidly.at the same time, the customer role undergone a major transformation, its status has been a significant increase. On the other hand, with the gradual opening up of financial markets, the competition of banking industry is becoming increasingly fierce. In such a context, this paper combined with the reality of supply and demand, study to build commercial bank customer knowledge management model. For commercial banks to provide new management ideas, for commercial banks’ implementation of customer knowledge management to provide a reference or guidance.This document comprehensive adopt analysis and strategic research method, launched a series of studies about customer knowledge management of commercial banks. Through the introduction of basic theory and bedding, leads to the subject of the article-Commercial Bank Customer Knowledge Management. Analysis the bank and the customer’s knowledge sources and classification. Based on previous scholars study, and standing on commercial banks, the customer knowledge is divided into:the customer’s knowledge; from the customer’s knowledge; Knowledge needed by customer; knowledge created by cooperation. Carding the process of the management activities, including customer information collection and preservation; processing; sharing and transfer; innovation and applications. And describes how each step is expanded and the appropriate information technology and management methods involved in every step.On the basis of the theory of supply and demand, this article focuses on building customer knowledge management model framework. And then describe the model and analysis the features, including supply and demand reflects,the relationship of knowledge alliances, features of knowledge circulation innovative. From the perspective of supply and demand, fully analysis the supply and demand in the knowledge on the changing role between banks and their customers and practical needs. From the perspective of inter-organizational, This article study knowledge’s sharing and transfer between commercial banks and their customers. And mainly from the perspective of commercial banks, study the series of knowledge management processes. Innovative research and major contributions of this articles include:Firstly, expanse the application of customer knowledge management. Previous studies most focused on the theoretical aspects, the more prominent is the research in the specific field need to be abundant. This paper focuses on application of customer knowledge management in commercial banks.Secondly, from the perspective of supply and demand, due to the shortcomings in the actual market situation and customer willingness to participate is low. Therefore advocate obtaining knowledge from the customer, to deliver its customers the knowledge which is needed, to promote interactions. Strive to achieve commercial banks and customers’"win-win", and to promote the implementation of the CKM.Again, model building, adding commercial banks and their customers together to create the structure of knowledge, demonstrated a high level of partner relations, which is also the important difference with the previous scholars’model of customer knowledge management. The model also reflects the management activities "transform" the customers to its employees, leads the commercial banks changed from self-interest and self-directed to common concern and common build. The model not only has a clear structure, but also demonstrates knowledge transfer cycling process, the content is constantly changing, more importantly, the quality has been improving, reflecting the value of knowledge is spiral upgraded.Finally, the study adapted to diversification and differentiation needs of current customers, which can maximize the value of customer knowledge, enhance commercial bank’s core competitiveness and profitability. In summary, this article has important guiding significance to improving the ability of commercial banks customer knowledge management.