Customer knowledge management - A literature review

• Main Authors: Nguyễn Thu Nha Trang, Nguyễn Văn Hồng
• Format: Article
• Language: Vietnamese
• Published: TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH 2020-06-01
• Series: Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh
• Subjects: quản trị quan hệ khách hàng; quản trị tri thức khách hàng; quản trị tri thức; tri thức khách hàng
• Online Access: https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/478
• ISSN: 2734-9306; 2734-9578

In this information age, the concept of Customer Knowledge Management (CKM) has been taken as one of the important strategies, and it has been used thoroughly to enhance the advantage competitiveness for organizations. By reviewing 146 related academic articles, this study generalizes the issues involving with the concept of CKM, the classifications of customer knowledge, the empirical studies in the world. Based on reviewing literatures, it can be concluded with some future suggestions that help to improve the customer knowledge management role.