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

Producción científica: Capítulo en Libro/Informe › Contribución 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 original	Inglés estadounidense
Título de la publicación alojada	Knowledge Management in Organizations - 14th International Conference, KMO 2019, Proceedings
Editores	Lorna Uden, I-Hsien Ting, Juan Manuel Corchado
Editorial	Springer
Páginas	307-316
Número de páginas	10
ISBN (versión impresa)	9783030214500
DOI	https://doi.org/10.1007/978-3-030-21451-7_26
Estado	Publicada - 2019
Publicado de forma externa	Sí
Evento	14th International Conference on Knowledge Management in Organizations, KMO 2019 - Zamora, Espana Duración: jul. 15 2019 → jul. 18 2019

Serie de la publicación

Nombre	Communications in Computer and Information Science
Volumen	1027
ISSN (versión impresa)	1865-0929
ISSN (versión digital)	1865-0937

Conferencia

Conferencia	14th International Conference on Knowledge Management in Organizations, KMO 2019
País/Territorio	Espana
Ciudad	Zamora
Período	7/15/19 → 7/18/19

ODS de las Naciones Unidas

Este resultado contribuye a los siguientes Objetivos de Desarrollo Sostenible

ODS 8: Trabajo decente y crecimiento económico
ODS 9: Industria, innovación e infraestructura

Áreas temáticas de ASJC Scopus

Ciencia de la Computación General
Matemáticas General

Acceder al documento

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

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Citar esto

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. En 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\}",

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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. En 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, Espana, 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).

Producción científica: Capítulo en Libro/Informe › Contribución a la conferencia

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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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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. En Uden L, Ting IH, Corchado JM, editores, 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

Resumen

Serie de la publicación

Conferencia

ODS de las Naciones Unidas

Áreas temáticas de ASJC Scopus

Acceder al documento

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Huella

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