TY - GEN
T1 - Customer knowledge management
T2 - 14th International Conference on Knowledge Management in Organizations, KMO 2019
AU - de Jesús Muriel-Perea, Yasser
AU - Díaz-Piraquive, Flor Nancy
AU - González-Crespo, Rubén
AU - Puya, Trinidad Cortés
N1 - Publisher Copyright:
© Springer Nature Switzerland AG 2019.
PY - 2019
Y1 - 2019
N2 - The idea of Customer Knowledge Management (CKM) is quite new, especially linked to operations within an organization. In this context, it is required to recall 80’s worldwide concepts as Customer Relation Ship (CRM) or Customer Lifetime Value (CLV). CRMs were complex and focused on large companies in the 90’s. At the beginning, CRMs worked through connections in infrastructures; nonetheless, from 2010 it was normal to use Cloud Computing versions. CRMs arose in Colombia firstly in large companies, now it is available for micro, small and medium enterprises (MSME). There are approximately 2.5 million MSME operating in a competitive environment, pursuing their market share. Besides, customer loyalty appears to be a difficult issue as well. Hence, the present paper aims to identify the Customer Knowledge Management Strategies developed by Colombian MSME. The methodology incorporates primary data, through a validated instrument by experts. Research results confirm that MSME work on customer loyalty strategies without systematization or measurement technology. Thus, an opportunity emerges for MSME regarding the use of cloud computing or CKM.
AB - The idea of Customer Knowledge Management (CKM) is quite new, especially linked to operations within an organization. In this context, it is required to recall 80’s worldwide concepts as Customer Relation Ship (CRM) or Customer Lifetime Value (CLV). CRMs were complex and focused on large companies in the 90’s. At the beginning, CRMs worked through connections in infrastructures; nonetheless, from 2010 it was normal to use Cloud Computing versions. CRMs arose in Colombia firstly in large companies, now it is available for micro, small and medium enterprises (MSME). There are approximately 2.5 million MSME operating in a competitive environment, pursuing their market share. Besides, customer loyalty appears to be a difficult issue as well. Hence, the present paper aims to identify the Customer Knowledge Management Strategies developed by Colombian MSME. The methodology incorporates primary data, through a validated instrument by experts. Research results confirm that MSME work on customer loyalty strategies without systematization or measurement technology. Thus, an opportunity emerges for MSME regarding the use of cloud computing or CKM.
UR - http://www.scopus.com/inward/record.url?scp=85067638535&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85067638535&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-21451-7_26
DO - 10.1007/978-3-030-21451-7_26
M3 - Conference contribution
AN - SCOPUS:85067638535
SN - 9783030214500
T3 - Communications in Computer and Information Science
SP - 307
EP - 316
BT - Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings
A2 - Uden, Lorna
A2 - Ting, I-Hsien
A2 - Corchado, Juan Manuel
PB - Springer
Y2 - 15 July 2019 through 18 July 2019
ER -
