Customer knowledge management and condition analysis of successful CKM implementation

This paper analyzes the inherent relationship between customer knowledge management (CKM) and customer relationship management (CRM) by setting up the model of the logical relation among customer relationship, customer value and customer knowledge. Customer knowledge is classified from the angle of an enterprise and a hierarchical model is set up according to the hierarchical classification of CKM. With most Chinese business enterprises as the "obtaining actively" layer, a research is made on the condition in which a business enterprise can carry out CKM successfully.