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

Producción científica: Capítulo en Libro/ReporteContribución a la conferencia

Resumen

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.

Idioma originalInglés estadounidense
Título de la publicación alojadaKnowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings
EditoresLorna Uden, I-Hsien Ting, Juan Manuel Corchado
EditorialSpringer
Páginas307-316
Número de páginas10
ISBN (versión impresa)9783030214500
DOI
EstadoPublicada - 2019
Publicado de forma externa
Evento14th International Conference on Knowledge Management in Organizations, KMO 2019 - Zamora, Espana
Duración: jul. 15 2019jul. 18 2019

Serie de la publicación

NombreCommunications in Computer and Information Science
Volumen1027
ISSN (versión impresa)1865-0929
ISSN (versión digital)1865-0937

Conferencia

Conferencia14th International Conference on Knowledge Management in Organizations, KMO 2019
País/TerritorioEspana
CiudadZamora
Período7/15/197/18/19

Áreas temáticas de ASJC Scopus

  • Ciencia de la Computación General
  • Matemáticas General

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