Customer Knowledge Management and Customer Lifetime Value in loyalty management

被引：0
|
作者：
Jafari, Hamid [1 ]
Aghaie, Abdollah [2 ]
机构：
[1] Royal Inst Technol KTH, Sch Ind Engn & Management, Stockholm, Sweden
[2] KN Toosi Univ Technol, Dept Ind Engn, Tehran, Iran
来源：
INFORMATION MANAGEMENT IN THE NETWORKED ECONOMY: ISSUES & SOLUTIONS | 2007年
关键词：
Customer Knowledge Management (CKM); Customer Lifetime Value (CLV); Customer Relationship Management (CRM); Corporate Image; neural networks;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Modern business organizations have appreciated the significance of having competitive advantage through the delivery of continuous improvement towards the customers, and being knowledge-oriented. Indisputably, Knowledge Management (KM) plays a key role in the success Of Customer Relationship Management (CRM). In this regard, Customer Knowledge Management (CKM) is a newly developed concept that deals with knowledge from customers rather than knowledge about customers. However, little research has been done on the application of CKM in e-business. In this paper, after an overview of the literature, an application of CKM in Customer Lifetime Value (CLV) measurement is Studied in an e-tailer case where Corporate Image and Reputation are taken into consideration.
引用
收藏
页码：517 / 526
页数：10
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