Customer Knowledge Management and Research in E-Commerce Environment

Knowledge management is an increasingly important source of competitive advantage for organizations. Knowledge embedded in the organization´s business processes and the employee´s skills provides the firm with unique capabilities to deliver customers with a product or service. Meanwhile, with the rise of business-to-customers (B2C) E-commerce in recent years, demand for high quality of E-commerce website service has increased. Customer knowledge has been increasingly recognized as a key strategic knowledge resource in organizations. This paper addresses these problems by researching knowledge management in e-commerce and identifying strategies that are currently in use. We will demonstrate how companies can benefit by adopting strategies that harness the potential of knowledge management technologies to transform their e-business activities. We define customer knowledge management as well as provide an overview of it in e-commerce. Finally, we suggest some strategies that can overcome the losing customer problem and limitations in systems presently in use as well as implications for future knowledge management development.