Development of a model for assessing the maturity ofCustomer Knowledge Management in organizations

An asset that has lately attracted so many attention, it is the customer's knowledge. Customer knowledge is animportant source of information. Many companies, approach to knowledge management to enjoying the benefits of knowledge management. In this paper we are looking to extend a maturity model so it can be used to asses the maturity level of organizations CKM maturity model and to develop their potentials, abilities and weaknesses in customer knowledge management. Unlike previous models and approaches to achieve this objective, the method is based on the proximity of the organization to the customer and how much a customer is involved in the organization or companies processes. In order to reach to a current result the approach that has been used in this paper is based on different methods of communication with customer and the tools and techniques of collecting customers knowledge and has been divided to 5 levels (Survey, Trust, Consultation, Experience Documentation, Learning), based on the opinions of experts in 12 companies that have been studied in this paper, and the status of knowledge management and customer knowledge management components and other effective components have been specified in each level.

کلیدواژه ها:

Customer Knowledge Management ، Knowledge Management ، maturity ، knowledge ، CustomerRelationship Management