Customer Knowledge Management in SMEs Facing Digital Transformation
This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in crea...
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doaj-44ffe23d91064ce68f42df361ea178ee2020-11-25T02:04:53ZengMDPI AGSustainability2071-10502020-05-01123899389910.3390/su12093899Customer Knowledge Management in SMEs Facing Digital TransformationFrancesco Castagna0Piera Centobelli1Roberto Cerchione2Emilio Esposito3Eugenio Oropallo4Renato Passaro5Department of Industrial Engineering, University of Naples Federico II, P.le Tecchio 80, 80125 Naples, ItalyDepartment of Industrial Engineering, University of Naples Federico II, P.le Tecchio 80, 80125 Naples, ItalyDepartment of Engineering, University of Naples Parthenope, Centro Direzionale di Napoli, Isola C4, 80143 Naples, ItalyDepartment of Industrial Engineering, University of Naples Federico II, P.le Tecchio 80, 80125 Naples, ItalyDepartment of Industrial Engineering, University of Naples Federico II, P.le Tecchio 80, 80125 Naples, ItalyDepartment of Engineering, University of Naples Parthenope, Centro Direzionale di Napoli, Isola C4, 80143 Naples, ItalyThis paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems.https://www.mdpi.com/2071-1050/12/9/3899creative industrycustomer knowledge management (CKM)customer knowledge management systems (CKMSs)customer relationship management (CRM)digitalizationdigital technologies |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Francesco Castagna Piera Centobelli Roberto Cerchione Emilio Esposito Eugenio Oropallo Renato Passaro |
spellingShingle |
Francesco Castagna Piera Centobelli Roberto Cerchione Emilio Esposito Eugenio Oropallo Renato Passaro Customer Knowledge Management in SMEs Facing Digital Transformation Sustainability creative industry customer knowledge management (CKM) customer knowledge management systems (CKMSs) customer relationship management (CRM) digitalization digital technologies |
author_facet |
Francesco Castagna Piera Centobelli Roberto Cerchione Emilio Esposito Eugenio Oropallo Renato Passaro |
author_sort |
Francesco Castagna |
title |
Customer Knowledge Management in SMEs Facing Digital Transformation |
title_short |
Customer Knowledge Management in SMEs Facing Digital Transformation |
title_full |
Customer Knowledge Management in SMEs Facing Digital Transformation |
title_fullStr |
Customer Knowledge Management in SMEs Facing Digital Transformation |
title_full_unstemmed |
Customer Knowledge Management in SMEs Facing Digital Transformation |
title_sort |
customer knowledge management in smes facing digital transformation |
publisher |
MDPI AG |
series |
Sustainability |
issn |
2071-1050 |
publishDate |
2020-05-01 |
description |
This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems. |
topic |
creative industry customer knowledge management (CKM) customer knowledge management systems (CKMSs) customer relationship management (CRM) digitalization digital technologies |
url |
https://www.mdpi.com/2071-1050/12/9/3899 |
work_keys_str_mv |
AT francescocastagna customerknowledgemanagementinsmesfacingdigitaltransformation AT pieracentobelli customerknowledgemanagementinsmesfacingdigitaltransformation AT robertocerchione customerknowledgemanagementinsmesfacingdigitaltransformation AT emilioesposito customerknowledgemanagementinsmesfacingdigitaltransformation AT eugeniooropallo customerknowledgemanagementinsmesfacingdigitaltransformation AT renatopassaro customerknowledgemanagementinsmesfacingdigitaltransformation |
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