CKM: WHERE KNOWLEDGE AND THE CUSTOMER MEET - Integrating KM with customer relationship management processes

摘要

The successful adoption of KM-enabled CRM redefines the traditional models of interaction between an organization and its customers. Here, authors Peyman Akhavan and Safanaz Heidari explain how customer knowledge management, or CKM, is used by cutting-edge companies to emancipate their customers, lifting their status from mere recipients of information, products and services and empowering them as fully fledged knowledge partners.