客户知识

CRM过程是一个知识密集型过程，客户知识是实现CRM绩效的关键战略资源之一，最近的研究文献表明CRM和KM可以达到很好的集成。

CRM process is a strong knowledge intensity process and customer knowledge is considered as one of the key strategic resources for the CRM success .

客户知识管理（CustomerKnowledgeManagement，CKM）提供了一个收集、分析和获取客户知识的平台，也提供了一种全新的商业战略和方法。

Customer knowledge management system provide a flat for a company to get and analyze customers ' knowledge with different means , and also present them a bran-new commerce stratagem and method .

本论文在对CRM和KM的研究工作的回顾与评述的基础上，以客户知识为出发点，提出了一种新的基于KM的CRM系统框架，从而有效的整合了KM和CRM的各自功能。

Based on the review of study on CRM and KM , this thesis put forward a new CRM system frame based on KM .

企业客户知识管理（CKM）实施流程及驱动因素研究

Research on the Implement Flow and Driving Factors of Customer Knowledge Management in Enterprises

在CKM的理念中，客户知识被视为企业的重要资源。

In the philosophy of CKM , customer knowledge is regarded as the important resource of the enterprises .

客户知识管理（CKM）正是对这些机遇和挑战的战略性反应，研究如何建立、挖掘客户知识库来优化企业价值链和满足客户个性化需求，具有战略意义和理论价值。

Customer Knowledge Management ( CKM ) is customer-centric and knowledge-based marketing ideology responding to present challenges and opportunities .

依据该方法，通过采用模糊聚类方法可确定影响CRM效果的关键属性集，进而可归纳发现客户知识的分类规则，并得到有价值的客户知识。

In the approach , the fuzzy clustering method is used to identify a set on key attributes , and then the classification rules on customer knowledge are concluded and the valuable customer knowledge are also obtained .

本文首先从客户知识管理的内在逻辑和业务流程出发，对CKM系统的需求进行问卷调查，并且通过SPSS统计工具的使用，总结了目前各行业对CKM系统的功能需求情况。

Firstly , we use a questionnaire to research the demand of the CKM system , and conclude the function demand according to the use of SPSS .

考虑到平衡计分卡（BSC）的优点，本文建立了一个基于BSC的CRM有效性评价模型，该模型包含四个视角：客户知识、客户交互、客户价值、客户感知价值。

In this paper , we propose a customer-oriented evaluation model for evaluating the effectiveness of CRM based on balanced scorecard . The model involves four perspectives : customer knowledge , customer inactive , customer value and customer perceived value .

本文创造性的构建了客户知识管理（CKM）模型，该模型主要包括两个组成部分：客户知识管理的主要活动和辅助活动。

The creative model of customer knowledge management ( CKM ) in this text mainly includes two components : Main activities and auxiliary activities of customer knowledge management .

本文从企业的视角来研究，主要目的在于探讨影响B2B客户知识转移的主要因素和客户知识转移的绩效指标，并在此基础上研究影响因素和B2B客户知识转移绩效之间的关系。

On the view of enterprises , the main purpose of this article is discussing the main affecting factors and performance indexes of B2B customer knowledge transfer , and studying the relation between the affecting factors and indexes . This article starts with review of abundant literature .

各种营销管理理论和实践不断推陈出新，客户知识管理（CKM）理论应运而生，客户知识管理理论的产生是必然的，它是营销理念的深化与知识经济发展二者相碰撞的结果。

Various kinds of marketing management theory and practice are bringing forth the new constantly , the theory arises at the historic moment in customer knowledge management ( CKM ), customer knowledge management theory is inevitable , it is the result of combination of knowledge economic development and marketing theory .

客户知识管理的流程设计及测评研究

Research on the Process Designing and Evaluating of Customer Knowledge Management

创造客户知识能力的组织过程研究

A Study on the Organizational Processes of Creating Customer Knowledge Competence

客户知识价值度量方法及其变化趋势研究

The research on the measurement and changing tendency of customer knowledge value

然后说明了客户知识管理的基本流程，以及在此基础上构建了企业客户知识的系统体系结构模型。

Then the customer knowledge management basic flow was explained .

客户知识的关键维度及其管理过程

The Key Dimensions of Customer Knowledge and Its Managerial Process

企业客户知识的获取过程及智能实现

Process of Receiving Customers ' Knowledge and Its Intelligent Implementation in Enterprises

其中每个知识层次都是包含该层次具体内容的客户知识子集。

Each level is the subset with concrete details of customer knowledge .

基于客户知识的移动精确营销模式研究

Research on Precise Marketing Mode of China Mobile based on Customer Knowledge

隐性客户知识的获取、共享及其管理评价研究

Study on the Acquisition , Sharing and Management Evaluation of Tacit Customer Knowledge

信息经济时代的客户知识模型

A Model of Customer Knowledge in the Information Age

产品创新设计中基于本体理论的客户知识集成技术研究

Integrated technology of customer knowledge in collaborative product innovation based on ontology theory

基于业务流程重组的客户知识管理

The Customer Knowledge Management Based on Business Process Reengineering

客户知识获取的理论与应用研究

Research on Theory and Application of Customer Knowledge Acquisition

客户知识与开展客户知识管理的组织条件分析

Customer Knowledge and the Organizational Analysis of Customer Knowledge

客户知识是企业知识资产的重要组成部分。

Customer 's knowledge is the important component of knowledge assets of enterprises .

第二，客户知识管理提升企业价值的机制。

Secondly , the mechanism about enterprise value promoted by customer knowledge management .

基于生命周期的客户知识管理策略

Strategy of Customer Knowledge Management Base on Lifetime

客户知识管理中的知识流动分析

Analysis of Knowledge Flowing in Customer Knowledge Management