期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2016
卷号：91
期号：2
出版社：Journal of Theoretical and Applied
摘要：Customer knowledge management (CKM) is necessary for firms in order to benefit from customer engagement which is referred as active involvement in innovative product or service development. Providing customized product and enhancing quality of service and product without successful CKM is not possible. However, organizations face major challenges concerning CKM. In this study, organizational, human and technological challenges of CKM were investigated. Then, the CKM development phases in the organizations are discussed. Finally, the organizational, human and technological challenges of each phase and the main CKM process of each phase are identified. Scholars and practitioners can use this research to estimate the current CKM phase of each organization and the challenges that the firms might face during the current and upcoming phases.
