Performance evaluation of customer knowledge management competence based on Balanced Scorecard

Customer relationship management (CRM) has a hot issue in the field of modern business management. In fact, CRM is the theory and mode of customer knowledge management in nature. The level of customer knowledge management competence is important to implementing CRM. Therefore, this paper aims to establish a comprehensive index system of customer knowledge management competence based on knowledge management and Balanced Scorecard, and then proposes a tentative theoretical model for performance evaluation. The hierarchical index system includes business process flow, customer, learning and growth as well as sales performance, these above abilities constituted customer knowledge management competence and then become the important source of sustainable competitive advantages. Lastly it constructs the comprehensive model to evaluate customer knowledge management competence by applying AHP. The study is expected to provided a theoretical base of customer knowledge management and provide practical implication for enhancing busyness CRM level.