Title :
Maturity and customer centricity of “Knowledge Management Maturity Models” (KMMM)
Author :
Siegfanz, Clemens
Author_Institution :
SAP AG, Walldorf, Germany
Abstract :
This paper is devoted to Knowledge Management Maturity Models and corporate Knowledge Management. The maturity levels and management visibility are shown as well as the p points of KM usage in customer orientation, the support of the corporate strategy and the core business as well as Customer Interaction Management model. The author proposes Key Process Category to be added to the existing areas of the Knowledge Management Maturity Models. Also, the author contributes to foster customer value and customer retention in the long run.
Keywords :
customer relationship management; knowledge management; organisational aspects; KMMM; core business; corporate strategy; customer centricity; customer interaction management model; customer retention; customer value; key process category; knowledge management maturity models; Biological system modeling; Capability maturity model; Companies; Knowledge management; Standards organizations; core business; corporate strategy; customer interaction management; customer retention; knowledge management; maturity models;
Conference_Titel :
Intelligent Data Acquisition and Advanced Computing Systems (IDAACS), 2013 IEEE 7th International Conference on
Conference_Location :
Berlin
Print_ISBN :
978-1-4799-1426-5
DOI :
10.1109/IDAACS.2013.6663026
