Research on Customer Knowledge Management Based on CRM

被引：2
|
作者：
Xu, Guoao [1 ]
机构：
[1] Wuhan Univ Technol, Sch Management, Wuhan 430070, Peoples R China
来源：
2014 SIXTH INTERNATIONAL CONFERENCE ON INTELLIGENT HUMAN-MACHINE SYSTEMS AND CYBERNETICS (IHMSC), VOL 1 | 2014年
关键词：
CRM; customer knowledge; knowledge management; CKM;
D O I：
10.1109/IHMSC.2014.59
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Customer knowledge management emphasizes collecting, storage, analysis and use of customer knowledge. This is closely related to customer relationship management. This paper, by analyzing the connection between the customer relationship management and customer knowledge management, constructs the model of customer knowledge management based on CRM, to help enterprises to track the whole process of knowledge from produce to be used, so as to provide service for making the decision, and have a guiding significance to establish a perfect customer relationship management system.
引用
收藏
页码：210 / 213
页数：4
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