Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia

Yasser de Jesús Muriel-Perea; Flor Nancy Díaz-Piraquive; Rubén González-Crespo; Trinidad Cortés Puya

doi:10.1007/978-3-030-21451-7_26

Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia

Yasser de Jesús Muriel-Perea
, Flor Nancy Díaz-Piraquive
, Rubén González-Crespo
, Trinidad Cortés Puya

Research output: Chapter in Book/Inform › Conference contribution

Abstract

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.

Original language	English (US)
Title of host publication	Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings
Editors	Lorna Uden, I-Hsien Ting, Juan Manuel Corchado
Publisher	Springer
Pages	307-316
Number of pages	10
ISBN (Print)	9783030214500
DOIs	https://doi.org/10.1007/978-3-030-21451-7_26
State	Published - 2019
Externally published	Yes
Event	14th International Conference on Knowledge Management in Organizations, KMO 2019 - Zamora, Spain Duration: Jul 15 2019 → Jul 18 2019

Publication series

Name	Communications in Computer and Information Science
Volume	1027
ISSN (Print)	1865-0929
ISSN (Electronic)	1865-0937

Conference

Conference	14th International Conference on Knowledge Management in Organizations, KMO 2019
Country/Territory	Spain
City	Zamora
Period	7/15/19 → 7/18/19

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth
SDG 9 Industry, Innovation, and Infrastructure

All Science Journal Classification (ASJC) codes

General Computer Science
General Mathematics

Access to Document

10.1007/978-3-030-21451-7_26

Cite this

de Jesús Muriel-Perea, Y., Díaz-Piraquive, F. N., González-Crespo, R., & Puya, T. C. (2019). Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia. In L. Uden, I.-H. Ting, & J. M. Corchado (Eds.), Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings (pp. 307-316). (Communications in Computer and Information Science; Vol. 1027). Springer. https://doi.org/10.1007/978-3-030-21451-7_26

de Jesús Muriel-Perea, Yasser ; Díaz-Piraquive, Flor Nancy ; González-Crespo, Rubén et al. / Customer knowledge management : Micro, small and medium - Sized enterprises in Bogotá - Colombia. Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings. editor / Lorna Uden ; I-Hsien Ting ; Juan Manuel Corchado. Springer, 2019. pp. 307-316 (Communications in Computer and Information Science).

@inproceedings{c8113c4e95144168b487d47f6eab2b03,

title = "Customer knowledge management: Micro, small and medium - Sized enterprises in Bogot{\'a} - Colombia",

abstract = "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{\textquoteright}s worldwide concepts as Customer Relation Ship (CRM) or Customer Lifetime Value (CLV). CRMs were complex and focused on large companies in the 90{\textquoteright}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.",

author = "\{de Jes{\'u}s Muriel-Perea\}, Yasser and D{\'i}az-Piraquive, \{Flor Nancy\} and Rub{\'e}n Gonz{\'a}lez-Crespo and Puya, \{Trinidad Cort{\'e}s\}",

note = "Publisher Copyright: {\textcopyright} Springer Nature Switzerland AG 2019.; 14th International Conference on Knowledge Management in Organizations, KMO 2019 ; Conference date: 15-07-2019 Through 18-07-2019",

year = "2019",

doi = "10.1007/978-3-030-21451-7\_26",

language = "English (US)",

isbn = "9783030214500",

series = "Communications in Computer and Information Science",

publisher = "Springer",

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address = "Germany",

}

de Jesús Muriel-Perea, Y, Díaz-Piraquive, FN, González-Crespo, R & Puya, TC 2019, Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia. in L Uden, I-H Ting & JM Corchado (eds), Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings. Communications in Computer and Information Science, vol. 1027, Springer, pp. 307-316, 14th International Conference on Knowledge Management in Organizations, KMO 2019, Zamora, Spain, 7/15/19. https://doi.org/10.1007/978-3-030-21451-7_26

Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia. / de Jesús Muriel-Perea, Yasser; Díaz-Piraquive, Flor Nancy; González-Crespo, Rubén et al.
Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings. ed. / Lorna Uden; I-Hsien Ting; Juan Manuel Corchado. Springer, 2019. p. 307-316 (Communications in Computer and Information Science; Vol. 1027).

Research output: Chapter in Book/Inform › Conference contribution

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

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.

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UR - https://www.scopus.com/pages/publications/85067638535#tab=citedBy

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 -

de Jesús Muriel-Perea Y, Díaz-Piraquive FN, González-Crespo R, Puya TC. Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia. In Uden L, Ting IH, Corchado JM, editors, Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings. Springer. 2019. p. 307-316. (Communications in Computer and Information Science). doi: 10.1007/978-3-030-21451-7_26

Customer knowledge management: Micro, small and medium - Sized enterprises in Bogotá - Colombia

Abstract

Publication series

Conference

UN SDGs

All Science Journal Classification (ASJC) codes

Access to Document

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