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    Customer Knowledge Management

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    Angella Winny Narwastu Wijaya
    This document discusses customer knowledge management. It defines customers as people who request an organization to make a product or service of a certain quality. Knowledge management is defined as the process of combining data, information technology, and human creativity and innovation. Customer knowledge management involves using knowledge gained from experience and information to solve customer problems and improve service without wasting time. The benefits of customer knowledge management for companies and customers are discussed, as are different types, forms, and stages of customer knowledge management.

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    Customer Knowledge Management

    Uploaded by

    Angella Winny Narwastu Wijaya
    79 views11 pages
    This document discusses customer knowledge management. It defines customers as people who request an organization to make a product or service of a certain quality. Knowledge management is defined as the process of combining data, information technology, and human creativity and innovation. Customer knowledge management involves using knowledge gained from experience and information to solve customer problems and improve service without wasting time. The benefits of customer knowledge management for companies and customers are discussed, as are different types, forms, and stages of customer knowledge management.

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    This document discusses customer knowledge management. It defines customers as people who request an organization to make a product or service of a certain quality. Knowledge management is defined as the process of combining data, information technology, and human creativity and innovation. Customer knowledge management involves using knowledge gained from experience and information to solve customer problems and improve service without wasting time. The benefits of customer knowledge management for companies and customers are discussed, as are different types, forms, and stages of customer knowledge management.

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    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    79 views11 pages

    Customer Knowledge Management

    Uploaded by

    Angella Winny Narwastu Wijaya
    This document discusses customer knowledge management. It defines customers as people who request an organization to make a product or service of a certain quality. Knowledge management is defined as the process of combining data, information technology, and human creativity and innovation. Customer knowledge management involves using knowledge gained from experience and information to solve customer problems and improve service without wasting time. The benefits of customer knowledge management for companies and customers are discussed, as are different types, forms, and stages of customer knowledge management.

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    Customer Knowledge Management

    Kelompok 13
    06PFM
    Ferry Setiawan 1501172891
    Hendra Rizki R. 1501172903
    Winny Narwastu W. 1501176201
    Andri Gunawan 1501173010
    Steven 1501149491
    Pengertian Customer
    Menurut Nasution (2005, p45), customer
    atau pelanggan adalah orang-orang yang
    meminta suatu organisasi untuk membuat
    suatu produk atau layanan dengan
    kualitas tertentu.
    Pengertian Knowledge Management
    Menurut Yogesh Malhtora, knowledge
    management adalah proses kombinasi
    data dan teknologi informasi serta
    kemampuan kreatif dan inovatif manusia
    Customer Knowledge Management
    Hubungan antara pelanggan dengan
    knowledge management adalah dengan
    adanya pengetahuan yang didapatkan dari
    pengalaman ataupun informasi di berbagai
    media, dapat dimanfaatkan untuk
    menyelesaikan beberapa masalah
    pelanggan dan juga untuk meningkatkan
    pelayanan tanpa memakan waktu yang
    lama.
    Manfaat Customer
    Knowledge Management
    Bagi perusahaan
    Bagi pelanggan
    Tipe-Tipe Customer Knowledge
    Management
    Knowledge about customer
    Knowledge from the customer
    Knowledge for customer
    Jenis Customer
    Knowledge Management
    Prosumerism
    Team-based Co-learning
    Mutual Innovation
    Communities of Creation
    Joint Intellectual Property
    Tahapan Customer
    Knowledge Management
    Knowledge Revealing
    Knowledge Sorting/Selection
    Knowledge Levelling
    Kodifikasi Pengetahuan
    Customer Knowledge
    Competence
    Sumber
    Al-Shammari, M. (2009). Customer Knowledge Management: People, Processes,
    And Technology. Hershey: IGI Global.
    Belbaly, N., Benbya, H., Meissonier, R. (2007) : An Empirical Investigation of the
    Customer
    Knowledge Creation Impact on NPD Performance, Proceedings of the 40 Hawaii
    International Conference on System Sciences.
    Campbell, A. J. (2003). Creating Customer Knowledge Competence: Managing
    Customer. Industrial Marketing Management 32, 375-383.
    Gibbert, M., Leibold, M., & Probst, G. (2002). Five Styles of CUstomer Knowledge
    Management and How Smart Companies Use Them To Create Value. European
    Management Journal Vol. 20, No. 5, 459-469.
    Nasution, M. N. (2005). Manajemen Mutu Terpadu: Total Quality Management.
    Jakarta: Ghalia Indonesia.
    Nonaka, I., & Takeuchi, H. (2004). Theory Of Organizational Knowledge Creation.
    Singapore.
    Wilde, S. (2011). Customer Knowledge Management Improvement Customer
    Relationship Through Knowledge Application. Springer.

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