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

页码：517 / 526

页数：10

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