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A Customer Knowledge Management Framework

Author

Listed:
  • Emerson Cleister Lima Muniz

    (Production Engineering Department, Center for Exact Sciences and Technology (CCET), Universidade Federal de Sergipe, São Cristóvão, Sergipe, Brazil)

  • Gertrudes Aparecida Dandolini

    (Knowledge Engineering Department, Technological Center (CTC), Universidade Federal de Santa Catarina, Florianópolis, Santa Catarina, Brazil)

  • Alexandre Augusto Biz

    (Knowledge Engineering Department, Technological Center (CTC), Universidade Federal de Santa Catarina, Florianópolis, Santa Catarina, Brazil)

Abstract

This paper analyses the Customer Knowledge Management (CKM) conceptual structures existing within the literature, to identify its current state of research and extract from it, important elements that enable the construction of a CKM framework. To accomplish this, a six-step systematic literature review was performed, thus selecting 27 articles with CKM structures, which were fully inspected by using Thematic Analysis at the end. As main results, this study displays a detailed synthesis of the main elements for CKM and exposes a CKM framework composed of four dimensions, namely, Planning, Acquisition, Intelligence and Value Generation. Each dimension comprises specific processes and activities that can assist CKM managers and researchers in managing, collecting, analysing, storing, and sharing the customer knowledge. Finally, this research also presents a set of tools, methods and techniques that can be used in each of the framework processes.

Suggested Citation

  • Emerson Cleister Lima Muniz & Gertrudes Aparecida Dandolini & Alexandre Augusto Biz, 2021. "A Customer Knowledge Management Framework," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 20(03), pages 1-33, September.
    • Handle: RePEc:wsi:jikmxx:v:20:y:2021:i:03:n:s0219649221500283
    DOI: 10.1142/S0219649221500283
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    Cited by:

    1. Isabel-María García-Sánchez & Cristina Aibar-Guzmán & Carmen Serrano-Valdecillos & Beatriz Aibar-Guzmán, 2022. "Analysis of the Dialogue with Stakeholders by the IBEX 35 Companies," Sustainability, MDPI, vol. 14(3), pages 1-26, February.

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