A Customer Knowledge Management Framework

Emerson Cleister Lima Muniz (), Gertrudes Aparecida Dandolini and Alexandre Augusto Biz
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Emerson Cleister Lima Muniz: Production Engineering Department, Center for Exact Sciences and Technology (CCET), Universidade Federal de Sergipe, São Cristóvão, Sergipe, Brazil
Gertrudes Aparecida Dandolini: Knowledge Engineering Department, Technological Center (CTC), Universidade Federal de Santa Catarina, Florianópolis, Santa Catarina, Brazil
Alexandre Augusto Biz: Knowledge Engineering Department, Technological Center (CTC), Universidade Federal de Santa Catarina, Florianópolis, Santa Catarina, Brazil

Journal of Information & Knowledge Management (JIKM), 2021, vol. 20, issue 03, 1-33

Abstract: This paper analyses the Customer Knowledge Management (CKM) conceptual structures existing within the literature, to identify its current state of research and extract from it, important elements that enable the construction of a CKM framework. To accomplish this, a six-step systematic literature review was performed, thus selecting 27 articles with CKM structures, which were fully inspected by using Thematic Analysis at the end. As main results, this study displays a detailed synthesis of the main elements for CKM and exposes a CKM framework composed of four dimensions, namely, Planning, Acquisition, Intelligence and Value Generation. Each dimension comprises specific processes and activities that can assist CKM managers and researchers in managing, collecting, analysing, storing, and sharing the customer knowledge. Finally, this research also presents a set of tools, methods and techniques that can be used in each of the framework processes.

Keywords: Customer Knowledge Management; CKM; CKM processes; CKM activities; Customer Knowledge (search for similar items in EconPapers)
Date: 2021
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DOI: 10.1142/S0219649221500283

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