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Pergamon PII: European oversight Journal Vol. 20, No. 5, pp. 459469, 2002 ? 2002 Elsevier Science Ltd. all in all rights reserved. Printed in Great Britain S0263-2373(02)00101-9 0263-2373/02 $22.00 + 0.00 Five Styles of Customer noesis Management, and How shining Companies Use Them To Create time value MICHAEL GIBBERT, University of St. Gallen and Yale School of Management MARIUS LEIBOLD, Stellenbosch University, South Africa ´ ` gibibyte PROBST, HEC, Universite de Geneve Corporations are beginning to realize that the proverbial if we scarcely knew what we pick out also includes if we only knew what our customers know. The authors discuss the image of Customer knowledge Management (CKM), which refers to the watchfulness of intimacy from customers, i.e. knowledge resident in customers. CKM is contrasted with knowledge about customers, e.g. customer characteristics and preferences dominant in earlier work on knowledge management and customer birth management . Five styles of CKM are proposed and practically illustrated by authority of embodied examples. Implications are discussed for knowledge management, the resource found view, and strategy plow research. ? 2002 Elsevier Science Ltd.

All rights reserved Keywords: Knowledge management, Customer kind management, Customer knowledge management, Resource base view, Strategy process, Value creation expanding FTSE 100 quoted company on the London inventorying Exchange) has been incorporating the knowledge of patients concerning their own health measure up and treatment handle a shot by way of electronic means, instead of relying only on medical examination exam test exam doctors to pro vide this. Customer knowledge is being uti! lise by Old correlative both to screen applicants for medical insurance and more importantly to develop new medical insurance products. What is the reason for the increasing success of Old usual in South Africa and internationally? Partly due to a process called Customer Knowledge Management (CKM). It works uniform this: where patients...If you want to get a full essay, order it on our website: OrderEssay.net

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