پديدآورندگان :
Gohary Ali Master of Business Administration - Marketing, Department of Management, Qazvin Branch Islamic Azad University, Qazvin, Iran , Pashazadeh Yusuf Assistant Professor of Management Department, Faculty of Economy and Management, Urmia University, Urmia, Iran , Abbaspour Morin MBA of Marketing, Department of Management, West Azerbaijan Science and research Branch, Islamic Azad University Urmia,Iran
كليدواژه :
Customer Knowledge Management , Co-creation value , Mass Public Education , Customer Relationship Management , Knowledge Management
چكيده لاتين :
What do our customers know? This is the fundamental question in customer knowledge
management that emerged at the first decade of 21st century as the corporations’ main
advantage in making co-creation value. At this study we explain why customer knowledge
management is important and how it could have an impact on loyalty and its influence on
making co-creation value. We will describe the main concepts related to the topic and how to
gain data that are useful in CKM process. At the end of article, we illustrate a conceptual
framework of CKM process and describe the components. In addition we offer the ways of
increasing customer’s knowledge quality that we call it Mass Public Education.
