Toward an Integrated Customer Knowledge Management Model: A Process-Based Approach

Knowledge is the most important organizational asset. Studies have explored factors that may improve knowledge management within organizations, yet the majority of the research has ignored the knowledge from customers. This study proposes a process-based customer knowledge management model to explore the mechanism through which organizations acquire the knowledge from their customers, integrate and internalize this knowledge, and then apply the knowledge to better serve their customers. The potential contributions and future research directions are then discussed in this paper.