Customer Knowledge Management for Service Innovation

With the increasing demand of customers and the rapid development of information and communication technologies, businesses are confronting intense competition in globalization, customization, and service transformation. Business innovation has become an essential factor for surviving under fierce competition, satisfying demanding customers, and leveraging technological advances. Customer knowledge management (CKM) is an extendibility and development of the knowledge management and customer relationship management. Moreover customer knowledge management needs to leverage three types of customer knowledge: (I) about the customer; (2) for the customer; (3) from the customer Therefore, customer knowledge management combines both knowledge and relationship, two of the most important resources in the enterprises and current economy. The objective of this study is to develop a complete concept of customer knowledge management by a thorough studying of how customer knowledge management accelerates service innovation in an organization. Through multiple case studies of customer knowledge management, we analyzed the value of customer knowledge management mechanism in relation to service innovation. The research findings provided insights into the management of customer knowledge and its relationship with service innovation.