Exploring Customer Knowledge from Social Media to Improve the Performance of Strategy

Tzu-Chun Weng
Additional contact information
Tzu-Chun Weng: National Taiwan University of Science and Technology, Taiwan

International Journal of Management, Knowledge and Learning, 2014, vol. 3, issue 2, 261-279

Abstract: Customer knowledge refers to the understanding of the customers’ needs, wants, and aims. It is essential for an organization to align its processes, products, and services to build customer relationships. Managers need to understand how the acquisition and the use of customer-related knowledge create value for an organization. Customer knowledge management, which integrates knowledge management systems and customer relationship management systems, is a strategy that focuses on the task of gathering information, including finding effective ways to extract data from customers, as well as to locate and absorb information from other sources. Consequently, an organization can achieve the creation of new knowledge. This paper analyses the categories of customer knowledge, investigates the domains of customer knowledge, and explores customer knowledge management framework of social media. Then, information retrieval and information extraction of the social media are integrated to discover customer knowledge. Finally, customer knowledge management structure for workflow integration is proposed to align and integrate the strategy maps.

Keywords: customer knowledge management; knowledge management systems; information retrieval; information extraction; social media; strategy maps (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.issbs.si/press/ISSN/2232-5697/3_261-279.pdf full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:isv:jouijm:v:3:y:2014:i:2:p:261-279

Access Statistics for this article

International Journal of Management, Knowledge and Learning is currently edited by Kristijan Breznik

More articles in International Journal of Management, Knowledge and Learning from International School for Social and Business Studies, Celje, Slovenia
Bibliographic data for series maintained by Alen Ježovnik (ijmkl@issbs.si).